THE NATIONAL MOBILITY MANAGEMENT INITIATIVE: …onlinepubs.trb.org/onlinepubs/nchrp/docs/NCHRP20-65(60)_FinalReport... · National Cooperative Highway Research Program, which is administered

Project No. 20-65 Task 60

THE NATIONAL MOBILITY MANAGEMENT INITIATIVE: STATE DOTS CONNECTING SPECIALIZED

TRANSPORTATION USERS AND RIDES

FINAL REPORT

Prepared for NCHRP

Transportation Research Board of

The National Academies of Sciences, Engineering, and Medicine

Will Rodman, Dan Berez, and Sarah Moser Nelson\Nygaard Consulting Associates

Boston, MA February 2016

[NAME OF DOCUMENT] | VOLUME

[Client Name]

Nelson\Nygaard Consulting Associates Inc. | i

NCHRP 20-65 Task 60

The National Mobility Management Initiative: State DOTs Connecting Specialized Transportation Users and Rides

Final Report | February 2016

Acknowledgment of Sponsorship

This work was sponsored by the American Association of State Highway and Transportation Officials, in cooperation with the Federal Highway Administration, and was conducted in the National Cooperative Highway Research Program, which is administered by the Transportation Research Board of the National Academies of Sciences, Engineering and Medicine.

Disclaimer

This is a final draft as submitted by the contractor. The opinions and conclusions expressed or implied herein are those of the contractor. They are not necessarily those of the Transportation Research Board, the Academies, or the program sponsors.

NCHRP 20-65 | Task 60 | State DOTs Connecting Specialized Transportation Users and Rides | Final Report

February 2016

Nelson\Nygaard Consulting Associates Inc. | 1-2

Researchers and Acknowledgments

This report was prepared by Will Rodman, Dan Berez, and Sarah Moser of Nelson\Nygaard

Consulting Associates, with graphic support from Danielle DeCharles, also of Nelson\Nygaard. A

portion of the literature review was also undertaken by James Choe from ICF International.

The cover graphic was developed by Molly Smith of the Atlanta Regional Commission which gave

permission for its use.

The authors wish to thank the numerous individuals footnoted throughout this report who

provided key information for the case studies, as well as the staff from Cambridge Systematics

who supplied many of the graphics that appear in the report.


February 2016

Nelson\Nygaard Consulting Associates Inc. | 1-3

ABSTRACT

This Task 60 report and toolkit are designed to assist State DOTs – and other state, regional and local entities from the planning, transit and human service agency communities – with the process of designing, developing, implementing, and evaluating linkages that connect customers of specialized transportation services and programs with rides. Target customers for most of these linkages have included people with disabilities, seniors, persons with low income, and veterans. The research unveiled though that most states, regions and local entities have more broadly included other types of customers and a broader range of transportation services and programs beyond “specialized” transportation services, including human services agency transportation and transportation services available to the general public. The research unveiled different levels of linkage functionality, including those linkages that provide service matching, trip planning, and even trip booking from customers’ smart phones. Descriptions of each level of functionality along with case studies are provided. The stand-alone toolkit also directs lead agencies and partners through the decision process of what makes sense for their state, region or county and with budget limitations in mind. Design decisions and evaluation criteria tailored to each functionality level are also provided.


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Nelson\Nygaard Consulting Associates Inc. | i

Table of Contents

Page

1 Introduction ......................................................................................................................1-1

2 Literature Review and Findings .......................................................................................2-1

3 Coordination ....................................................................................................................3-1

4 Marketing.........................................................................................................................4-1

5 Evaluation .......................................................................................................................5-1

6 Strengths, Weaknesses and Opportunities .......................................................................6-1

Appendix: A ............................................................................................................................6-1

Appendix: B .............................................................................................................................6-1

Appendix: C ............................................................................................................................6-1 Appendix: D ............................................................................................................................6-1

Table of Figures

Page

Figure 1-1 | Location of VTCLI Projects ..................................................................................................... 1-3

Figure 2-1 | Continuum of Services Linking Specialized Transportation Users and Rides ............... 2-2

Figure 2-2 | 1-Click - CS Trip Selection Process: Step 1 ....................................................................... 2-8

Figure 2-3 | 1-Click - CS Trip Selection Process: Step 2 ....................................................................... 2-9

Figure 2-4 | 1-Click - CS Trip Selection Process: Step 3 ..................................................................... 2-10

Figure 2-5 | 1-Click - CS Trip Selection Process: Step 4 ..................................................................... 2-11

Figure 2-6 | FindMyRidePA Mobile Booking Process ........................................................................... 2-15

Figure 2-7 | Case Studies ........................................................................................................................... 2-16

Figure 3-1 | ARC Regional Mobility Management Linkages ................................................................ 3-2

Figure 4-1 Marketing Strategy and Target Audience ...................................................................... 4-4

Figure 5-1 | Evaluation Criteria by Level of Linkage Functionality ..................................................... 5-2

Figure 5-2 | 1-Click-CS Sample Evaluation Criteria ............................................................................... 5-5

Figure 6-1 | Evolution of Strengths, Weaknesses, and Opportunities ................................................. 6-8


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Nelson\Nygaard Consulting Associates, Inc. | 1-1

1 INTRODUCTION Finding travel information can be daunting for specialized transportation customers. In response,

a number of states, regions, and counties have implemented services and systems that help these

customers and others identify – and in some cases access – transportation services and programs

that match a specific trip they wish to take or their general travel needs. For the purposes of this

report, these services and systems will be referred to more simply as linkages. The purpose of

Task 60 is to research and identify optimal linkages, with examples, and to prepare a companion

Toolkit, available under separate cover, that is designed to help State DOTs – and other entities

from the planning, transit and human service agency communities – with the process of

designing, developing, implementing, and evaluating these linkages.

At a minimum, such linkages typically provide a centralized repository of specialized

transportation services and programs, often including one or more of the following:

ADA or coordinated paratransit services

Senior transportation services

Veterans transportation services

Medicaid-sponsored non-emergency medical transportation

Other human service agency transportation services and programs

Mobility management programs and additional mobility options aimed at customers who

use or can’t access some of the above services; these programs might include volunteer

driver programs, voucher/subsidy programs, vehicle sharing programs, and mileage

reimbursement programs, to name a few

Some organizations have taken a broader view, developing linkages that also include information

about public transit services (including general public dial-a-ride services), carpool ride-matching

programs, taxis, livery and private chair car services, and even the relatively new real-time “ride-

hailing app” services provided by transportation network companies (TNCs) such as Uber and

Lyft.

Some lead organizations have made these centralized repositories of transportation service

information into hard copy directories, while others have also or instead put these directories on a

website. Many of these linkages are commonly called One Call/One Click services because

they allow the customer – either interactively on the website or with the help of mobility

specialists available by phone – to make only one call or one website visit to identify relevant

information or services. One Call/One Click services allow customers to learn about local

transportation services and programs and to find contact information for resources that match

the specifics of their specific trip needs in terms of client and trip eligibility, as well as desired

pick-up and drop-off times, and preferred locations.

The more advanced systems provide trip planning services and in some cases offer customers the

option to book their reservation with a local transportation provider. Some systems are even


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planning to offer actual payment of services, as can be done with a system similar to Orbitz,

Travelocity, Kayak, etc.

Thus, there is a wide continuum of linkages that offer an ascending level of assistance to the

customer. Whether these repositories are available in hard-copy directories, or interactively by

telephone, computer, or mobile phone, the common concept and purpose underlying these

linkages is to connect users with available resources and to improve access and mobility.

There are also differences in the platforms upon which these linkages are built. For example,

simpler directories have been typically put together as Microsoft Word or Excel documents. For

those services that allow customer searching, such directories are typically put together in a

database format, such as Microsoft Access.

Some of the more advanced linkages have connected with 2-1-1 or 5-1-1 systems, or on proprietary

paratransit scheduling software systems, while other advanced linkages have been built from

scratch. Other entities have opted to build around or link with paratransit scheduling software as

the focus because of their capability to book trips. Some of the feedback on this decision included

an organization’s desire to use trip booking data and unresolved requests to better understand

how transportation needs are being met and not being met.

Many of these efforts to centralize and link users with repositories of transportation services and

programs come under the definitional umbrella of mobility management, a strategy currently

funded (at 80%) by the Federal Transit Administration (FTA) under its 5307, 5310 and 5311

programs. While the definition of mobility management is a work-in-progress, most practitioners

include all the coordination strategies being pursued in a state, region, or community plus the

introduction and expansion of mobility options enabled by that coordination to improve mobility

and access for priority user groups as the basic criterion of mobility management. Certainly, the

coordination of information and access to these services fall under the definition of mobility

management, and is therefore eligible for this funding.

Another important funding source from the FTA and in conjunction with Veterans Affairs that

has been used to develop these coordinated systems has been the Veterans Transportation

and Community Living Initiative (VTCLI). Originally conceived as a way to create linkages

that connect veterans with transportation options, most of these projects have taken on a broader

scope linking all kinds of customers, including those who rely on specialized transportation, with

public transit, paratransit and ridesharing options, community transportation and human

transportation services, and private carriers, such as taxis, livery services, and even ride-hailing

TNCs.

In 2011 and 2012, 119 VTCLI grants were issued, totaling $64 million in awards. The grants

jumpstarted the design and implementation of numerous statewide, regional, and county-based

One Call/One Click systems. Figure 1-1 below indicates the location of the 119 VTCLI grant

recipients. The green (lighter) pins locate the 55 grant recipients in 2011 who collectively received

$29 million. The blue (darker) pins locate the 2012 grant recipients who received $35 million.

Among these grants (see Appendix B), 15 were received and directly administered by state DOTs,

including grants in Iowa, Idaho, Illinois, Kentucky, Maryland, Minnesota, North Carolina, New

Mexico, Pennsylvania, and Vermont. A few state DOTs used VTCLI grants to fund statewide

linkages, while most focused their efforts on regional efforts.1

1 "VTCLI Grantee Resources & Technical Assistance." FTA. Federal Transportation Authority, n.d. Web. 2 Oct. 2015.


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Figure 1-1 | Location of VTCLI Projects

Despite all of these efforts, many state DOTs have initiated or funded only modest attempts to

link users with specialized transportation services and programs. For those states that have

sought to improve information and service linkages, however, some efforts – whether statewide

or regional – have proven to be more effective than others.

This report examines the state of the practice of connecting specialized transportation users and

rides, on a statewide, regional, and community-level basis, and provides a toolkit of best practices

that state DOTs may use to initiate or improve such linkages.

Report Overview

This final report is a compilation of research and data collected for the NCHRP Project 20-65,

Task 60. The goal of this report is to provide State DOTs with best practices for connecting

specialized transportation users with the rides they need to access daily services. Within this

report are the findings from a literature review, interviews with employees overseeing existing

linkage programs, as well as research into the coordination, marketing, and evaluation of current

programs. The report also contains an analysis of the strengths, weaknesses, and opportunities

presented by each type of linkage program.

The final report is organized as follows:

Chapter 2: Literature Review and Findings – a review of existing linkage services

structures and relevant case studies

Chapter 3: Coordination – a description of how linkage services can fit into the wide

range of coordinated mobility management strategies

Chapter 4: Marketing – a review of marketing strategies employed by existing linkage

services and relevant case studies


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Chapter 5: Evaluation – a description of evaluation criteria currently used by linkage

providers, as well as other potential criteria that could provide important insights into

program effectiveness

Chapter 6: Strengths, Weaknesses, and Opportunities – an analysis of the findings of the

literature review and case studies

Companion Toolkit

As a companion to this final report, the Toolkit for State DOTs…and Others has been

prepared as a standalone document to assist state, regional, and local entities in developing

linkages that (at a minimum) connect customers with specialized transportation services and

programs that address their travel needs. The toolkit, available as a separate document, provides

a seven-step process for designing, developing, implementing, and evaluating such linkages.


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2 LITERATURE REVIEW AND FINDINGS The research included:

A review of literature related to these linkages

Follow-up telephone calls, e-mails and interviews with a variety of lead agencies,

including state DOTs, regional transit agencies, metropolitan planning organizations,

regional planning commissions, regional coordinating councils, area agencies on aging, 2-

1-1 agencies, FTA officials, National Center for Mobility Management staff, and

practitioners and linkage designers in the industry.

Follow-up with several best-practice case examples to gather detailed information on the

design of the linkage, the evaluation criteria set forth to self evaluate the success for the

linkage, and the actual performance in view of the evaluation criteria.

The literature review and follow-up efforts unveiled the extent of the systems implemented, being

implemented, and being planned, many resulting from the VTCLI grants described above.

Unfortunately, while these VTCLI grants were awarded in 2011 and 2012, most of the One

Call/One Click projects that were funded with these grants were still in development at the time

this report was prepared, and so little hard data on their use exists.

The research shows that a number of state, regional, and municipal authorities created – or are in

the process of creating – inventories of specialized transportation services and programs. Once

the inventories have been prepared, there have been two major tasks to consider: (1) how to keep

the inventories updated; and (2) how to make the inventories increasingly available to specialized

transportation customers.

These two tasks are connected. If the inventory is for planning purposes only, a periodic update

coinciding with planning studies would likely suffice. If the inventory is designed to provide

information to users however, then frequent if not continuous updates of the information is

needed.

This range of available service levels suggests the following scale of linkage types, sorted by

functionality and presented below in Figure 2-1.


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Figure 2-1 | Continuum of Services Linking Specialized Transportation Users and Rides

Level Name Functionality Description

1 Central

Repository

Creation of, or linkage

with, existing

centralized repository of

transportation resources

Static, hard copy listing of services and

programs distributed or accessed via phone or

website

1A Provider

Portal + provider portal

Service providers can update their

information at any time

2 Matching

Assistance + ways to narrow down

service and program

options

Customers supply search criteria or answer

“triage questions” asked by a mobility

specialist (call-taker) or prompted by an

online system to reduce providers to viable

options

3 Trip

Planning

Assistance

+ trip planning

assistance

Customers use online system or call a mobility

specialist to get detailed ways to make a

particular trip

4 Trip

Booking

Assistance

+ trip booking by

mobility specialists

Mobility specialist call provider to book trip

on behalf of customer

5 Direct Trip

Booking + trip booking by

customer

Trip booking via links to paratransit systems

(one system allows provider schedule to

schedule trip onto a partner’s vehicle run)

Each of these levels is further discussed below. Examples of linkages, presented as short case

studies, are identified for each level. An overview of the nine case studies is presented in Figure

2-7 at the end of this chapter, and includes:

The level of functionality

The lead agency type

The geographic scope

Level 1: Central Repository

Currently and in previous years, specialized transportation services inventories are primarily

distributed to human service agencies and senior centers as hard copy directories. In this format,

inventories are typically created during planning studies and provided a snapshot of services

available at the time of publication. However, hard copy directories quickly became out of date, as

providers, available services, and pricing frequently change. Updating inventories is time-

intensive for staff, and agencies lack the budget needed for reprinting and redistributing

directories. Many inventories are simply not updated after initial publication, significantly

reducing their usability over time.


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With the advent of the internet, many agencies began to post inventories directly on their

websites. These online directories either complemented or supplanted hard copy distribution. In

many cases, online directories allow agency staff to quickly update inventory data without the cost

of hard copy publication, but agencies often continue to lack the funding to dedicate staff time

towards maintaining their directories.

Will County Will County, Illinois Community Transportation Services Directory

As part of a coordinated paratransit study in 2009, Nelson\Nygaard and Will County, part of the

Chicago metropolitan area, created the Community Transportation Services Directory (see

Appendix C). The hard-copy directory was based around an easy-to-follow matrix system,

essentially mimicking the functionality of a web-based directory. The Will County directory

included information about both publicly funded and client-only human services agency

transportation services. All publically funded services were organized in a matrix based on trip

origin and rider type (general public, older adults, and persons with disabilities). Human service

agency transportation services were organized in a similar matrix, based on provider and eligible

clients (older adults, persons with developmental disabilities, persons with low income, veterans).

The matrices allow prospective specialized transportation customers to quickly identify a service

that fits their needs, rather than having to analyze dozens of individual providers. Both matrices

include page numbers for each service, directing the user to a provider page with program details

and contact information.

Level 1A: Provider Portal

Placing directories online provided agencies with the opportunity to reevaluate how they create

and maintain specialized transportation inventories. Some agencies have replaced static

directories with editable online portals. The portals allow providers to update information about

their services directly online, rather than relying on agency staff. This system increases

information quality without adding new — or reducing existing — direct agency costs and staff

requirements. However, agencies using online portals are reliant on operators to maintain

updated information. If the portal is consistently updated with reliable information, customers

will be more likely to rely on the inventory to find transportation services. But if operators do not

consistently provide data, inventories will continue to be outdated and therefore less useful for

customers.

Level 2: Matching Assistance

While hard copy and online directories can be an essential resource for specialized transportation

users, many customers have difficulty navigating through the numerous restrictions and

limitations of transportation providers. These limitations might include client eligibility, trip

purpose eligibility, service area, operating days and hours, vehicle types, accommodation

restrictions, and fares. To better assist riders, some agencies and organizations have created

phone-based services that allow callers to speak directly with agency staff, known as “mobility

management specialists,” about their transportation options.

Mobility management specialists typically ask customers a series of triage questions designed to

narrow down potential transportation options. The questions focus on customer demographics,

required accommodations, social program eligibility, and trip time and location. After potential


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services are identified, the specialist provides program and contact information to the caller. The

caller can then use this information to contact a provider and schedule a trip.

Phone-based linkage services require significant budget allocations and are thus beyond the reach

of many agencies and organizations. To provide a similar, but lower-cost, service, some agencies

have developed online portals based around the triage question concept. Instead of a complete list

of potential transportation options, customers are presented a series of questions similar to what

would be asked by a mobility management specialist. Based on the responses, the portal then

generates a cut-down list of providers that best fit the mobility needs of the customer.

In combination, online- and phone-based linkage services are known as One Call/One Click.

Numerous One Call/One Click centers received funding through VTCLI and have recently or are

in the process of being implemented. As mentioned above, some agencies and organizations have

developed these services from scratch. Others have integrated their inventories with existing

statewide, regional or local 2-1-1 services.

To connect 2-1-1 and One Call/One Click, sponsoring agencies are given full access to

transportation inventories and trained on how to use hard copy or web-based portals and/or trip

planners. This integration appears to be particularly effective, as 2-1-1 operators are trained and

have extensive experience with connecting callers with a variety of services and information.

Adding specialized transportation information enhances the utility of 2-1-1 services as operators

can both provide information about a service, for example a medical clinic, and then provide

information about potential ways to access that service. 2-1-1 operators are also trained to follow

up with users, a function which can ensure that users are able to successfully complete a trip and

allow providers to generate valuable feedback information.

211 LA County Los Angeles County, California 211 LA County

211 LA County is the primary provider of social service information and referrals in Los Angeles

County, California. The organization maintains a database of over 5,000 social service providers

and programs, including several hundred transportation resources. Customers can access this

database by either contacting a community resource advisor by phone or searching the database

online. When customers contact 211 LA County by phone, community resource advisors ask a

series of triage questions designed to narrow down a selection of potential keywords. These

keywords are then entered into a taxonomy database, which generates a list of potential services

and programs that match the search parameters. Advisors then validate the matches and provide

applicable service and contact information to the customer. 211 LA County advisors follow up

with a selection of customers in order to ensure that they were able to access a recommended

service or program.2

Customers can also directly search the taxonomy database using the 211 LA County website. The

database has two search functions: guided search and keyword search. The guided search

function asks customers to provide their zip code and then presents a list of transportation sub-

categories, such as “Senior Transportation” or “Non Emergency Medical Transportation.” After

the customer selects a sub-category, they are presented with a list of service providers that

2 Telephone interview with David Serby, 211 LA County, August 3, 2015.


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operate within their identified location. Customers can also search the database using keywords

and taxonomy codes in a way similar to how a community resource advisor would use the system.

211 LA County, through a partnership with the Antelope Valley Transit Authority, also operates a

JARC-funded mobility management program for low-income individuals seeking employment.

The program offers in-person mobility management services, including travel training and trip

planning assistance. As of July 2014, 211 LA County is assisting AVTA in screening clients and

scheduling around 400 dial-a-ride trips monthly.3

Denver Regional Mobility & Access Council Denver, Colorado Getting There Guide

In the mid-2000s, several community organizations and transportation providers in the Denver-

area, led by the Colorado Health Foundation and Rose Community Foundation, formed a

collaborative designed to provide information and access to transportation services for older

adults. The collaborative, known as Getting There, created a specialized transportation services

directory for the Denver metropolitan area with assistance from Nelson\Nygaard. In addition to a

more traditional hard-copy directory, the collaborative uniquely developed laminated placemats

with information about available transportation services (see Appendix A). The placemats were

distributed to locations where seniors congregate for meals, including senior centers and

independent living facilities.

In more recent years, the services provided by the Getting There collaborative have been assumed

by a newly formed organization known as the Denver Regional Mobility & Access Council, which

itself is a project of the Colorado Nonprofit Development Center. The council has continued to

update and distribute the hard-copy directory on an annual basis, with irregular mid-year updates

based on major service changes. The council has also worked to develop an online matching

assistance portal known as Transit Options. The portal asks a series triage questions that help

determine user and trip eligibility for various services. After completing the questions, the portal

generates a list of recommended providers, as well as contact and fare information for each

service.4

Level 3: Trip Planning Assistance

Initial One Call/One Click programs only provided riders with basic information about available

transportation services. Several programs have begun to include more in-depth trip planning

assistance to users. In addition to program and contact information, these programs collect

schedule information from transit operators and connect with mapping services to provide

walking and bicycle trip data. Customers using these more advanced One Call/One Click services

are presented with specific directions for trips on various modes, rather than just provider contact

information.

One Call/One Click programs with trip planning assistance provide customers with a clearer

understanding of their mobility options. For example, a customer may discover that their local

transit system can accommodate wheelchairs. Utilizing a nearby bus route could enhance trip

3 Telephone interview with David Serby, 211 LA County, August 3, 2015.

4 “Transportation Coordination Systems Advisor – Technical Memo #4: Models for the Denver Region.”Report. Nelson\Nygaard Consulting Associates, September 9, 2012.


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flexibility, eliminating the need to schedule a paratransit trip several days in advance.

Furthermore, these systems reduce the need to analyze numerous transit service schedules or

service provider operating hours. Users simply input the origin/destination and time of their trip,

and the online application or mobility specialist provides provider options with specific schedule

information.

Many trip planning assistance programs offer customers the opportunity to become a registered

user. On phone-based systems, registration is often connected to the customer’s phone number,

allowing staff to pull up rider information automatically. For web-based systems, customers can

optionally choose to set up a user name and password, which is entered each time they visit the

web portal. After registering, programs are able to maintain a list of trips that the customer has

previously requested. Customer can simply identify a common trip from this list to populate

required information. User registration ultimately reduces the time both a user and a mobility

manager spends on accessing a transportation service.

An example of one-click software is provided by 1-Click|CS, an open source One Call/One Click

application developed by Cambridge Systematics. The software allows customers to plan a trip

based on their unique eligibilities and accommodation requirements. The software functions

similarly to an online mapping service, such as Google Maps. Users input their origin/destination

and trip time, answer a set of triage questions, and are presented with several options and modes

for completing their trip. After selecting a trip option, the software presents the user with

operator information and detailed step-by-step instructions (Figure 2-2).

One-click software is designed to be used both directly by customers as well as by mobility

management specialists. When a customer contacts a linkage service by phone, a specialist can

use the software as a guide for triage questions and as a source for information about potential

services. Customers can directly access the application from desktop computers as well as phones

and tablets. Agencies can also place software enabled kiosks in high traffic areas where customers

may not otherwise have access to the internet, such as a VA Hospital or senior center.

Users of one-click portals are encouraged to sign up for a user profile. The profile allows

customers to save their answers to trip eligibility and accommodation triage questions, access a

list of previously planned trips, and save frequent origins and destinations. 1-Click|CS also allows

customers to designate other individual, such as a family member or caretaker, as a “buddy.”

Buddies are able to access the software on behalf of a customer to access user information and

plan a trip. This same functionality can also be extended to agency staff, such as a mobility

manager at a phone-based one call hotline. Some agencies have also opted to connect paratransit

qualification information directly with user profiles.

One-click software, including 1-Click|CS, often has features designed to improve the mobility

management process. Participating providers can directly access transportation inventories to

update information about their services. Agency staff can auto-generate a wide range of reports to

help evaluate how customers use the software and available transportation resources. Customers

can also provide feedback about the options presented to them, which can help agencies

determine whether existing transportation services meet constituent needs.


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Inland Empire United Way San Bernardino and Riverside Counties, California 2-1-1 VetLink

In Riverside and San Bernardino counties, the Inland Empire United Way (IEUW) received a

VTLCI grant to implement 2-1-1 VetLink, a one-click portal based on 1-Click|CS software. The

IEUW linkage allows veterans to receive information about local public transit and demand

response services by contacting a mobility specialist through 2-1-1 or using the online portal. The

portal also enables both veterans and mobility specialists to generate directions and instructions

for a specific trip.

Since implementing the linkage service, IEUW has played an active role in enhancing mobility

options for veterans. Five out of eight local public transit agencies have agreed to provide fare free

bus service for all veterans regardless of disability status. The organization is also working with

the VA to establish a Veterans Transportation Service to improve mobility in rural Riverside and

San Bernardino counties. The planned program would include rural feeder services to departure

points for long haul services to VA medical centers. IEUW will integrate schedule information,

and eventually trip booking, for these services directly into the 2-1-1 VetLink system.5

5 Telephone interview with Osvaldo Maysonet, 211 VetLink, August 5, 2015.

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Figure 2-2 | 1-Click - CS Trip Selection Process: Step 1

Step 1: Trip Details

6

6 "Login." 211VetLink. Riverside Transit Agency, n.d. Web., October 2, 2015.


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Step 2: Triage Questions

7



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Step 3: Trip Options Review

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Step 4: Provider/Trip Details

9



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Level 4: Trip Booking Assistance

In recent years, some mobility management agencies have started to assist customers in booking

trips on specialized transportation services. In these systems, customers select a provider using

either an online application or by calling a mobility management specialist. The specialist then

contacts the provider, schedules a ride, and provides trip information to the customer. If using the

online trip planner, the user typically needs to call a specialist in order to initiate the booking

process.

The trip booking function significantly reduces the learning curve for using specialized

transportation services. Customers are assisted in all aspects of the process, from identifying a

range of potential services to booking a specific trip.

Ann Arbor Area Transportation Authority Washtenaw County, Michigan MyRide

Ann Arbor Area Transportation Authority’s (AAATA) MyRide mobility management service

provides information and assistance to transit-dependent individuals in Ann Arbor and

Washtenaw County and select areas in Jackson, Lenawee, Livingston, Monroe, Oakland, and

Wayne counties.

AAATA has amassed a centralized repository of transportation resources, which includes

information on public transportation services, nonprofit human service agency transportation

providers, and private carriers. To date, nine private taxi and limousine licensed transportation

providers are included in the MyRide system. Customers may call MyRide to find out information

about how to access these services. MyRide’s Information Specialists/Call Takers provide

information and referral service, trip planning assistance, and scheduling assistance for advance

requests and same day trips on one of the nine providers. In FY 2014, MyRide’s staff scheduled

close to 19,000 trips.

With JARC and New Freedom funding, the MyRide program also provides trip fare assistance

and travel training services for individuals who are unable to access or use existing public

transportation services. 10

Area Agency on Aging 1b Southeast Michigan MyRide2

Launched in May 2012, Myride2 was developed and is managed by the Area Agency on Aging in

AAA region 1b in the suburban Detroit area. Myride2 provides a linkage service for seniors and

persons with disabilities in the six-county area of Southeast Michigan (Livingston, Macomb,

Monroe, Oakland, St. Clair, and Washtenaw). The service was recently expanded to AAA region 1c

(The Senior Alliance) serving the 34 communities of southern and western Wayne County.

Myride2’s services include information and referral, trip planning and booking services utilizing a

centralized database of community, public, and private transportation services that may be

accessed by seniors or adults with disabilities. AAA1b staff work closely with SMART, the regional

suburban transit agency outside Detroit, and with all the community-based transportation

10 Interview with Chris White and Bill DeGroot, Ann Arbor Area Transportation Authority, June 17, 2015.


February 2016


services (funded by SMART’s Community Partnership program). The listings are researched and

vetted by Myride2 staff and the database is updated on an ongoing basis. Myride2 can be accessed

by telephone or over the internet. MyRide2 mobility specialists are available to assist users over

the phone and help book a trip on their behalf, or customers can find services via the website and

call that service to get a ride.

In FY 2014, almost 1,200 information and referral calls were handled, of which six involved an

AAA1b mobility specialist scheduling the trip on the caller’s behalf. Indeed, of all the calls that

came to Myride2, 85% involve a caller seeking a ride.11

Partnering with SMART, AAA1b was also awarded a VTCLI grant in 2012, which will be used to

purchase paratransit scheduling software in order to schedule rides for more callers, starting with

one or two community transportation providers, and eventually growing to include public and

private transportation providers in the area.

Level 5: Direct Trip Booking

The most recent innovation in linkage services is the ability for specialists to directly book a trip

on services operated by partner providers. Trip scheduling services are typically built off of an

existing software package, like Trapeze or RouteMatch. Integrating services into the system

typically requires a significant expenditure, as well as buy-in from partner providers. Once

implemented, this function allows riders to identify a service, book a trip, and sometimes directly

pay the operator using a single online application.

Jacksonville Transportation Authority Jacksonville, Florida Transportal

The Jacksonville Transportation Authority (JTA) has developed a one-click application known as

Transportal. The application allows users to identify transportation options, create step-by-step

itineraries, and determine pricing based on a set of triage questions. As of July 2015, 28 transit

agencies and service providers are included within Transportal. The software is connected with

GTFS-based transit scheduling information, an open source taxi fare database, and Amtrak’s

dynamic faring system. These connections automatically update schedule and fare information,

reducing the staff time needed to update service data.

JTA uniquely marketed the service as a tool to understand how mobility options would change

after major changes to their local bus system in December 2014. The associated advertising

campaign for this effort dramatically increased usage among traditional users of public transit

services. As of July 2015, over 26,000 trip itineraries have been generated using Transportal, with

around 83% of itineraries including only public transit services.

JTA integrate paratransit trip booking directly into the Transportal software package by August

2015. To facilitate trip booking, Transportal accesses trip information through Trapeze, a software

program used by paratransit operators in the Jacksonville region. Paratransit customers are able

to input trip information, identify a paratransit service, and book a trip without having to speak

directly with the operator. To ensure that Transportal users qualify for paratransit services, JTA

will send usernames and passwords to each rider that has successfully completed the eligibility

11 Interview with Tina Abbate Marzolf and Roberta Habowski, Area Agency on Aging 1-B. June 16, 2015.


February 2016


application process. After implementation, paratransit customers will be required to initiate trip

booking through Transportal.

JTA is also integrating scheduling for its flex-route transit services. Paratransit-eligible customers

are not charged a fare on flex-routes in the Jacksonville area. With full integration of both

paratransit and flex-route trip scheduling, eligible riders will be able to better understand when

flex-route or fixed route service may provide a comparable alternative to paratransit. In some

cases, riders may opt to use a free flex or fixed route service, rather than a paratransit service that

is more heavily subsidized by JTA.12

Pennsylvania Department of Transportation South Central Pennsylvania FindMyRidePA

The Pennsylvania Department of Transportation (PennDOT) developed a one-click application

known as FindMyRidePA. The software enables veterans and other transportation disadvantaged

populations to obtain accurate and timely information about a wide range of available

transportation services. PennDOT initially placed kiosks that could be used to access

FindMyRidePA in locations with high transit usage, such as VA centers. More recently, based on

data collected in the initial stages of the program, the agency has focused on enhancing access

from mobile devices.

FindMyRidePA is also integrated with Ecolane paratransit scheduling software to enable direct

trip booking on several paratransit operators in south central Pennsylvania. Paratransit

customers are given a unique user ID that allows them to access trip booking services on the

FindMyRidePA website and mobile application (see Figure 2-6). Phase 1 of the project has

covered a six county region in south central Pennsylvania in conjunction with York Area Transit

Authority (YATA). Phase 2 will expand the program to a larger geographic area and eventually

statewide.13

Utah Transit Authority Salt Lake City, Utah 1-Click|UTA

The Utah Transit Authority (UTA) developed a one-click portal in support of the Wasatch

Regional Mobility One-Click Website initiative. Once implemented, the system will provide a

unified multimodal trip planning tool designed to meet the transportation needs of human service

transportation clients such as veterans, military families, elderly individuals, and disabled

individuals.

A primary goal of the UTA one-click program is increasing awareness of transportation services

operated by local human service providers. UTA is working to integrate RidePilot, an open-source

scheduling software package, with the agency’s one-click software. As part of this integration

process, UTA will be supplying RidePilot software for a low-cost to human service providers that

currently use paper or Excel-based scheduling. By increasing the number of providers using

12 Telephone interview with Liz Peak, Jacksonville Transportation Authority, August 5, 2015.

13 Telephone interview with John Taylor, Pennsylvania Department of Transportation, August 5, 2015.


February 2016


RidePilot, UTA hopes to enhance the range of direct booking options available on their portal and

streamline the process of utilizing specialized transportation services.14

Figure 2-6 | FindMyRidePA Mobile Booking Process15

14 Telephone interview with Ryan Taylor. Utah Transportation Authority, August 5, 2015.

15 "FindMyRidePA." FindMyRidePA. Rabbit Transit, n.d. Web., October 5, 2015.


February 2016


Figure 2-7 | Case Studies

Program Level Lead Agency Type of Organization Geographic Scope Notes

Community Transportation Services Directory

1 Will County, Illinois

County Government Will County, Illinois Innovative matrix-based static directory design that mimics thefunctionality of an online interface

Getting There Guide

1 Denver Regional Mobility & Access Council

Regional Coordinating Council

Denver, Colorado Metropolitan Area

Developed new methods for distributing specializationtransportation services information, including laminated placemat directories

2-1-1 LA County 2 2-1-1 LA County Nonprofit Organization Los Angeles County, California

Uses triage questions to indentify search keywords. Keywordsare then entered into a taxonomy database to develop a list ofpotentially applicable transportation programs and services.

2-1-1 VetLink 3 Inland Empire United Way

Nonprofit Organization Riverside and San Bernardino Counties, California

Project driven by veterans organizations

Link with 2-1-1 I&R system (iCarol) to be implemented

Focus on understanding unmet needs

MyRide 4 Ann Arbor Area Transportation Authority

Regional Transit Authority

Washtenaw County, Michigan

MyRide mobility specialists booked 19,000 trips in FY2014

MyRide2 4 Area Agency on Aging 1B

Area Agency on Aging Southeast Michigan (six counties)

On behalf of AAA1b, the regional transit agency, SMART, hassecured a VTCLI grant to allow AAA1b mobility specialist to directly book trips on over 70 providers

Transportal 5 Jacksonville Transportation Authority


Jacksonville, Florida (Duval County)

All paratransit-qualified customers receive a unique login toaccess online paratransit booking after completing application process

Working to integrate flex-route booking to enhance demand-response options available to customers

FindMyRidePA 5 Pennsylvania Department of Transportation

State Department of Transportation

South Central Pennsylvania (seven counties); to beexpanded statewide

Links with Ecolane paratransit scheduling software

Demonstrated use from kiosks and mobile apps

1-Click|UTA 5 Utah Transit Authority


Wasatch Front of Utah (Seven Counties)

Linked with multiple paratransit schedule software packages,including Ride Pilot open-source scheduling system



February 2016


3 COORDINATION All levels of linkage functionality apply to any model of coordinated services, whether the

coordination involves a consolidated, centralization of functions – eligibility, reservations and

scheduling, dispatching, and operations – or not. In the former case, it must be acknowledged

that even with a centralized, coordinated service, there will be trips that this coordinated service

cannot service and that there are likely additional services in the community, region, or state that

are not part of the coordinated system that could accommodate those trips. And in the latter case,

even a loose confederation of coordinated services can greatly benefit from a central repository of

information if not more advanced linkages.

However, what some coordination efforts, such as the one developed by the Atlanta Regional

Commission (ARC), have realized is that these linkages can go beyond their primary function of

connecting users with rides, whether directly from services or via programs such as voucher

programs that help existing services become more affordable. Specifically, ARC found that the

website where its one-call system (www.simplygetthere.org) resides can also serve as a platform

that supports other mobility management strategies. The graphic in Figure 3-1 illustrates this

concept.

A Resource for Mobility Managers

In the Atlanta region, mobility managers serve in local government and non-profit organizations

as policy coordinators, operations service brokers, and customer travel navigators. They help

communities develop transportation coordination plans, programs, and policies, and build local

partnerships. They also organize and manage the various county-specific transportation voucher

programs.

In order to effectively serve these functions and to ensure that the mobility managers are kept

abreast of each other’s efforts and successes as well as advancements in mobility management,

ARC concluded that its local mobility managers require training and ongoing technical support.

Accordingly, a network of sorts was needed to ensure that all mobility managers are effectively

and efficiently communicating with each other, sharing information and best practices, and have

access to the best and most cost-effective training and technical support available. ARC has

planned to house through its one-click system an interactive website that allows its local mobility

managers to log-in through an online portal to access and share information. The website is

planned to include the following:

A repository of miscellaneous coordination procedures, best practices, program manuals,

technical design information, performance metrics forms, etc.

Materials for all the priority mobility management strategies developed through the ARC

One-Click and Mobility Management Implementation project

Events calendar for training opportunities, network meetings (e.g., HST Advisory

Committee meetings), and relevant events


February 2016


A blog for posting current news regarding transportation and coordination (local, state,

and federal)

GoToMeeting platform for conducting quarterly conference calls with the group

Figure 3-1 | ARC Regional Mobility Management Linkages

Volunteer Driver Program Management

Moving counterclockwise around the graphic, the next example focuses the management of

volunteer driver programs. Volunteer driver programs are programs that are established for the

recruitment, retention, and management of volunteer drivers that can be called upon – or self-

assign themselves – to serve certain trips and especially trips for which no other transportation

resource is available. Some programs involve the provision of a vehicle by the managing

Source: Nelson\Nygaard Consulting Associates


February 2016


organization. Other programs are based on the volunteer driver providing his or her own vehicle.

Some do both. Some programs use drivers who volunteer for a certain day or days, and provide a

day’s manifest of trips for the driver to serve. Some programs work by asking a volunteer driver to

pick from a list of trips. Other programs seek out occasional volunteer drivers for as specific trip.

Some volunteer driver programs reimburse drivers for some of the costs involved in performing

the trip, often via a mileage reimbursement but also sometimes reimbursing direct expenses like

tolls or parking. There are also volunteer driver program franchises, such as ITN America, that

credit volunteer drivers for their services and where these drivers can “cash-in” these credits

when they themselves are no longer able to driver and need a volunteer to help them get around.

Most volunteer driver programs are associated with a specific type of trip (e.g., trips made to

medical facilities for cancer treatment or trips to a senior center). Many volunteer driver

programs are faith-based.

While there are certainly a variety of volunteer driver programs, most programs provide mileage

reimbursement to individuals who operate their own vehicles when they drive individuals to

medical appointments or other services. These programs are very cost effective because they

provide quality transportation at a fraction of the cost of other options – due to the driver

volunteering his/her time. Volunteer driver programs are a key strategy used by human service

programs to provide much-needed trips in a cost-effective manner and aid in filling

transportation gaps in the community, often providing services where no others exist.

ARC envisions that its one-click website, again as a resource, could include information and forms

to assist a mobility manager – or other agency in the Atlanta region – with establishing a

volunteer driver program and all the associated tasks of recruiting, retaining, providing insurance

for, reimbursing, and otherwise a roster of volunteer drivers. The site could also serve as an

additional way to link volunteer drivers to specific trips.

Travel Voucher/Subsidy Program Management.

Continuing the counterclockwise journey around the graphic in Figure 3-1, we see that the linkage

website can also be used to support one of the most popular mobility management strategies, the

use of travel voucher or subsidies to render existing transportation options more affordable.

Travel voucher programs provide a flexible travel option that can both provide cost saving

benefits to transportation providers and expand and enhance transportation options for

individuals, especially in rural areas – or at times – where transportation resources are scarce.

Typically, travel vouchers are provided by a sponsoring organization to an eligible individual

(eligibility determined by the sponsoring organization) for specific or general travel using a

variety of transportation resources that are willing to participate in the program. Certainly the

most common version of this has been the taxi voucher program, a staple throughout the US for

years. But sponsoring organizations, such as county, municipalities, transit agencies or human

service agencies, have realized that the broader use and acceptance of vouchers could also lead to

their use on public transit or paratransit, other for private for-hire service providers,

transportation network companies such as Uber and Lyft and/or volunteer drivers including a

friend or family. Moreover, travel voucher programs do not necessarily have to include a hard

copy voucher; indeed, some of these subsidy programs are voucher-less.

Travel vouchers can be issued or sold to eligible individuals and used by those individuals to

either (a) subsidize the cost of a ride on any mode of public transportation that has a fare or

requested donation (e.g., transit, paratransit, taxi, TNC, senior van); or (b) pay volunteer drivers,


February 2016


friends, family members, or neighbors for rides. Typically, sponsoring organizations subsidize all

or a part of the fare or cost of the trip, so that riders are able to receive service at a reduced cost.

As determined by the sponsoring organization, eligibility can be based on age, disability, income

criteria, or the need for a specific type of trip, such as employment transportation.

So, ARC has envisioned that the one-click system could be used to provide information about

various voucher programs available to customers, but also to assist local mobility managers,

senior center staff, and human service agencies to establish voucher programs. It was also

envisioned that if the vouchers themselves had a common branding – the same look and feel

regardless of the sponsoring organizations – more transportation providers may want to

participate in the program as it connotes (1) established – and not a fledgling – program; and (2)

a larger base of business. ARC also entertained the notion of centralizing the management of local

voucher programs around the region, but in then end decided that regional branding and a

common program elements would be more appropriate for the Atlanta region at this time.

(DuPage County, Illinois represents one of the best examples where the management of many

local and agency voucher programs was consolidated in the early 1990s.)

Accessible Taxi and Accessible Infrastructure Databases

Another function that the one-click website could provide is to be the repository for accessibility

databases. For example, there are only a few accessible taxis in the Atlanta region, and such a

database would allow consumers to identify how to access them, rather than searching on various

websites. In Boston, a recent taxi study unveiled that of the 100 wheelchair accessible vehicle

(WAV) taxis in service, only one met the City’s own specifications (which mirrored ADA van

specifications). Consequently, the City’s Commissioner for Disability established her own

program of rating the accessibility of these WAV taxis. And, so the one-click linkage could serve as

a repository for this type of information as well.

Yet another accessibility database that provides a boon for customers and transportation

professional alike would be an accessibility infrastructure. Such a database could provide useful

information such as curb cuts, walk signalization assistance, the accessibility of bus stops, etc.

Customers could use – and add to – this database as they consider and experience a particular

path-of-travel. ADA paratransit eligibility professionals and travel trainers would certainly use –

and add to – such a database in considering trip-by-trip conditional eligibility and paths of travel,

respectively. Here too ARC was envisioning the possibility of housing a regional database of

accessibility information on its one-click website.

Supporting a Regional Approach to ADA Paratransit Coordination

ARC was also interested in identifying how its one-click system could be used to support the

coordination of the three ADA paratransit services within in the region (with an eye toward

standardized, common policies and coordinated if not consolidated functions) and to offer more

seamless continuity between these services for the convenience of ADA paratransit customers.

ARC ultimately focused on two strategies to pursue that would better coordinate – but not

consolidate – these ADA paratransit services. These included:

Reciprocal acceptance of “visitor or guest” ADA paratransit customers

Common ADA paratransit client and trip eligibility determination process


February 2016


Reciprocal acceptance of “visitor or guest” ADA paratransit customers

This strategy is designed to create more seamless travel between and within ADA paratransit

service areas for the region’s ADA paratransit customers. The ADA permits customers who have

been determined to be eligible for complementary paratransit services by their “home” transit

agency to request and grant a guest or visitor status when traveling to another location.

According to the ADA, visitor status must be in place for a minimum 21-day period, and a transit

agency is not required to provide service to a visitor for more than 21 days per year; that is, per

365-day period from the first day of use. For example, if the person above travels from Atlanta to

Savannah for three weeks a year, she never needs to apply for local eligibility. The transit agency

in Savannah may require, in order for the person to continue receiving paratransit service beyond

21 days within the same year, that she apply for eligibility in the same manner as would a

resident. This is true whether the 21 days are consecutive or parceled out over several shorter

visits.

The visitor or guest reciprocity principle is applicable to transit agencies within a region that

supports multiple providers. Therefore, in the Atlanta region, this principle serves as the basis for

facilitating regional visitor or guest ADA customer reciprocity among the transit agencies (with

ADA paratransit obligations) within the region.

As it relates to the ARC’s 1-Click System, such regional reciprocal acceptance would allow a

significant improvement in expanding regional mobility for customers traveling across the region

(i.e., from one transit service area to another which we believe is already happening within the

region) but also, once a customer has been transported to another transit service agency’s region,

the reciprocal agreement would allow the customer to book a local trip. Logistically, this could be

accomplished by sharing client databases, possibly with the 1-Click website serving as the

repository for the centralized, consolidated database via daily uploads and downloads (much like

the ACCESS system in Pittsburgh has done for decades).

Common ADA client and trip eligibility determination process

Lastly, many states and regions have considered or have implemented a regional approach to the

process of ADA paratransit certification, if not a centralized database of registered customers. For

a common approach, whether in-person functional assessments or a more paper-based review

process, the one-click website could provide a “next-step” for customers who find that their trip

could possibly be served by an ADA paratransit service but who have not yet registered for such.

A link from the one click website could take the customer either to the transit agency website or to

the website that has the common application. For the participating transit agencies in the state or

region, the common approach could help provide them with the best and most up-to-date

observations about how the eligibility application could be structured and what specific questions

and their wording should be asked in support of the specific eligibility certification process it has

adopted.

Developing a common regional approach to ADA paratransit client and trip eligibility is

important because it would support the concept of ADA paratransit customers within the region

being served by multiple providers, and it would ensure consistency throughout the region in

terms of eligibility determination. With a common process and application form, applicants could

access application information via existing mechanisms (by calling the local program agency or

service provider) or via the ARC 1-Click System. In either case, the eligibility form and process

should be the same.


February 2016


The customer and the eligibility determination staff could use the web-based 1-Click System to

populate the eligibility request and determination. Once the form is completed, the “home”

service provider would receive electronic notification to access and review the customer

information, and would still be responsible for eligibility determination, appeals, etc.


February 2016


4 MARKETING Users, service providers, and partners must be aware of available linkage services and understand

how to use them in order for the services to be successful. Developing a full-scale marketing plan

during the development phase of the linkage program allows the managing agency to account for

all target audiences and identify and implement strategies to ensure that each target audience is

reached.

Therefore, prior to – and after – launching the linkage program, there is a need to introduce

prospective users to it and convey other information: when it will be available, how to access it,

what it does, etc and to recruit for and establish an ongoing user group. Additionally, while the

managing agency has likely made an effort to include a comprehensive set of transportation

resources in the linkage’s initial database, there is an ongoing need to ensure that providers

already in the database periodically update their information and that new providers know about

the service and know how to be added to the database. Another goal is to nurture and expand the

current set of linkage partners to help fund the next phase(s) of its evolution.

Additionally, in some cases, there is also the need to communicate how the linkage provides a

synergistic centerpiece to a range of mobility management strategies also initiated in the state,

region, or county. Finally, a more peripheral goal for marketing the linkage resource is to help it

gain national attention, which may ultimately help to draw additional funders and inspire other

cities to adopt the linkage model.

Primary goals of a marketing plan:

Inform and educate specialized transportation customers about the linkage program

Inform and educate mobility managers and HST employees about the linkage program

Build support and a user group among specialized transportation customers and the

general public

Secondary goals of a marketing plan:

Nurture and expand the current set of partners to fund the next phases

Ensure that providers know about the resource and update their information

Begin to build support for the other mobility management strategies

Target Audiences

An effective marketing plan will promote the resource to three different target audiences:

1. Customers who will be using the linkage to find transportation services including:

Specialized transportation customers

The general public


February 2016


The wide range of individuals who are already linking customers to rides (e.g.,

mobility specialists, human service agency staff, family, and friends)

2. Transportation providers who services will form the baseline information for the

resource

3. Potential funders who could provide sustaining funding for the linkage

Each of these entities is explained further below:

Customers

Specialized Transportation Customers

The linkage service can help specialized transportation customers identify new services that better

meet their needs, or allow them to plan their own trips without the assistance of a mobility

manager or human service employee. Many of these customers are not tech-savvy, and will need

assistance in figuring out how to use the linkage; therefore, training will be especially important

for these individuals. Getting the word out that the linkage exists and would be useful to these

individuals should be focused on word-of-mouth advertising, posted information at day centers

and senior centers, and presentations at community gathering places on the benefits of using the

service.

General Public

Members of the general public will use the linkage service to find new transportation options and

plan their own trips. Having a large user base made up of members of the public is important for

generating additional support among potential funders. Marketing the linkage to the general

public will need to be done on a specially designed linkage-focused informational website and

social media, provider websites and social media, and on municipal, county, and regional

planning websites and social media. Members of the general public will also be invited to

participate in informational meetings and training sessions.

Mobility Specialists/Human Resource Agency Staff

Mobility specialists and human resource agency staff are often the primary link between

specialized transportation customers and services. These employees will be using the service as

they assist customers in planning their daily, weekly, and monthly trips. In some cases, these

employees will plan every trip for a customer who is not able to plan on their own. In other cases,

these employees will serve as trainers themselves, providing training of the linkage to customers

who are able to use it independently. These employees must be trained to use the service and

must be willing to use it in place of their current transportation resources in order for the service

to be successful. Getting these employees on-board with the new service will accelerate the usage

of linkage services and can help identify missing links.

Transportation Providers

To fill the linkage service with a baseline of transportation options, transportation providers first

need to be approached, agree to list their services on the linkage service, and provide a plan for

maintaining this information, which is why it’s important for transportation providers to

understand how the linkage will benefit them and their customers. The marketing plan must

specify the best way to approach transportation providers, ask them to list their services, set up a

plan to update services on a timely and recurring basis, and market the service to their existing


February 2016


customers. In cases where scheduling is a function of the linkage, the transportation providers

must also change their scheduling software, which is a more difficult proposition, so the

marketing plan should specify the benefits of embarking on this effort.

Moreover, in the simplest sense, transportation providers are essentially free sources of

marketing because they have the ability to steer a significant portion of their customers to the

linkage; however, it is important to effectively train provider staff on how to market the service

and how often to provide marketing materials to their customers.

Potential Funders

It is essential that existing and potential funders are aware of the benefits of the linkage service

because the initial funding for it is usually through one-time grants. To sustain the service and

ensure that operation continues, linkage service providers must attract long-term funding

partners. Funders will likely be more interested in results in the program than actually

understanding how to use the program, which means that marketing to current and potential

funders requires program evaluation and data stories to show how the service is providing lifeline

support to users. Included in the potential funders category are also state, county, and municipal

government officials who act as gatekeepers to funding. It is vital that these entities are aware of

the linkage programs so they can advocate keeping the service funded and fully operational.

Marketing Strategies

The below list of marketing strategies is recommended as the core promotional, advertising, and

training strategies for new linkage programs. Additional details about each strategy can be found

in the companion document: A Toolkit for State DOTs…and Others.

Informational Website: An informational website is a key tool for promoting linkage

services before launch, and can serve as a gateway for new customers after

implementation.

Kickoff Event: Kickoff events can be used to generate excitement about new linkages,

attract media attention to product launches, and introduce partners and stakeholders to

new software and services.

Partner Learning Sessions: At these sessions, managing agency staff provides step-by-

step tutorials on how to use linkage services and allow customers to interact with new

software.

Information Packages: Information packages will contain basic information on the

linkage service and will be tailored for two audiences: the general public and the

specialized transportation community.

Informational Meetings: Following the kickoff meeting and official launch, informational

meetings will provide additional opportunities to inform people on the benefits of using

the linkage service and to provide basic training on how to use it.

Social Media: Promotion of the linkage service on social media is an essential element of

notifying the general public of its availability and benefits; therefore, the marketing plan

should include a detailed plan for ongoing promotion on Facebook, Twitter, and

LinkedIn.


February 2016


Email Blasts and Mailings: Promoting the linkage service through a series of both emails

and print mailings will ensure that both computer savvy and non-computer savvy

individuals will be notified about its availability.

Press Releases: A press release can be sent to local news sources (municipal, county,

online, etc.) to announce the launch of the linkage and provide information about

training sessions and informational meetings.

Partner Check-Ins/Audits: Managing agency staff should ideally check in with partner

providers approximately three months after the initial linkage service launch. During this

first check-in, agency staff should determine whether customers are accessing partner

services through the linkage and whether service information is up-to-date. Staff could

also work to understand how often each partner agency modifies services, which will help

determine how frequently audits are needed.

Potential Funder Meetings: Marketing meetings with potential funders is one strategy to

assist in the development of new funding sources. These meetings should provide

information about available linkage services, while also highlighting their benefit to

specialized transportation customers and the community at large.

As shown in Figure 4-1, the above marketing strategies apply to certain target audiences.

Figure 4-1 Marketing Strategy and Target Audience

Target Audiences

Strategies

Launch Party

Learning and Info Sessions

Info Packages

Informational Meetings/Funder Meetings

E-blastsandMailings

Social Media

Press Releases

Specialized Transportation

Clients

Mobility Managers and

HST Staff

General Public

Transportation Providers

Current and Potential Funders


February 2016


Findings from Existing Programs

While developing a robust marketing plan is recommended to ensure a successful linkage

program, research findings show that some programs do not have the capacity or knowledge to do

so. Yet without effective promotion of the new tool, it is unlikely that awareness and

understanding will reach as far as it would have with a full-scale marketing effort. Therefore, it is

vital that programs set aside funds and employee resources to develop and implement a

marketing plan that reaches as many people as possible.

In search of case studies that highlight successful marketing campaigns for existing linkage

programs, we reached out to numerous programs that were granted VTCLI grants in 2011 and

2012. Unfortunately, while these VTCLI grants were granted several years ago, most of the One

Call/One Click projects that were funded with these grants were still in development at the time

this report was prepared. Because many of the programs are still in the initial development and

implementation phase, most of them have not developed formal marketing plans, nor have they

initiated any information promotional efforts.

However, the following information on marketing and promotional efforts was gleaned from

various projects and interviews:

The Atlanta Regional Commission (ARC) launched the Simply Get There 1-Click resource

in the summer of 2015. During the planning and development of the resource, ARC hired

a consultant to create a tailored marketing plan. The marketing plan provided detailed

instructions on target audiences and strategies as well as a timeline for completing

specific tasks related to each strategy.

Jacksonville Transportation Authority (JTA) launched the Transportal 1-Click resource in

the summer of 2015. JTA convened a regional mobility forum with all twelve counties in

the region and relevant stakeholders as the official launch party for the resource. At the

same time as the launch of the 1-click resource, JTA also launched a series of service

changes. Information about these changes was added to the 1-click and users were

encouraged to utilize the 1-click for information about service changes. This prompted a

large amount of traffic to the 1-click within the first months of it being live. JTA secured a

$50,000 VTCLI grant to market Transportal. JTA’s detailed marketing plan with itemized

budgets is found in Appendix D.

Inland Empire United Way launched the 211 Vetlink resource in 2014, but did not utilize

an official marketing plan. Instead the organization focused on point-of-sight marketing

with veterans at the regional VA locations. Utilizing outreach coordinators to convey

information to potential users, awareness of the new linkage program was spread

primarily by word of mouth. Additionally, the Inland Empire mobility manager attended

the Transportation Fair at the VA to educate veterans and staff on how to use the

resource.

AAA1b in Southeastern Michigan implemented a comprehensive marketing effort to

advertise its MyRide 2 service. This included:

Posting the link on the AAA website and other partner websites

Issuing press releases – local newspaper, local media contacts, handled by the PR

staff person at AAA1b

Advertising and public service announcements on local radio, handled by the PR staff

at AAA


February 2016


Mailing postcards and other brochures to senior centers, physicians offices, and other

agency partners

Advertising in the quarterly in house newsletter

Handing out brochures at health fairs

Staff from the AAA1b also noted that word of mouth, especially from AAA1b caregivers, is

one of the best ways to make its customers aware of the linkage service. Staff also added

that they did not use any social media.


February 2016


5 EVALUATION Few of the systems contacted in conjunction with this study had considered – or were required by

the funding source to identify – how the systems, once implemented, would be deemed a success.

Others included only rudimentary evaluations criteria such as website hits. The exceptions

included a few systems that were designed with a detailed set of evaluation criteria in mind; that

is, the designers of the systems used the evaluation criteria to “inform” the design of the linkage

system. Some of these, also representing the few that have been implemented and are in use, have

been included in this report as “best practice” case studies, noting that the evaluation criteria and

processes among these few were quite different. For example, some providers utilize software

tools that automatically tabulate a wide range of performance data, while others focus on a select

number of criteria analyzed through manual collection, such as follow-up phone calls or customer

surveys.

This section provides details regarding evaluation criteria currently used by linkage providers, as

well as other potential criteria that could provide important insights into program effectiveness.

As stated previously, linkage programs provide a wide range of services using numerous customer

interaction techniques. The services and methods used by each provider affect the applicability of

different evaluation criteria and collection methodologies. To distinguish between applicable

criteria, this section is divided by the continuum of linkage levels introduced in Figure 2-1. An

overview of evaluation criteria by linkage level is shown in Figure 5-1.


February 2016


Figure 5-1 | Evaluation Criteria by Level of Linkage Functionality

Level Name Functionality Evaluation Criteria

1 Central

Repository

Centralized repository of data

Number of hardcopies requested or

distributed

Number of website hits/directory

downloads

Google Analytics/web activity tracker

1A Provider

Portal + provider portal

Add number of direct updates

% of providers with updated information

2 Matching

Assistance + ways to narrow down

service and program options

Number of registered clients

Number of general requests

Number of specific trip requests

3 Trip Planning

Assistance + trip planning assistance

Number of specific requests for trip

planning

Selection of an option for further trip

planning

4 Trip Booking

Assistance + trip booking by mobility

specialist

Number of trips booked by mobility

specialists

Number of booked trips made (needs

follow-up)

5 Direct Trip

Booking + trip booking by customers

Number of trips booked directly by

customers (Number of trips scheduled

onto partners’ vehicles)

Number of booked trips served


Agencies relying primarily on hard copy or online directories have limited options for evaluating

the successfulness of their program. Evaluation criteria primarily focus on the scale of directory

distribution. Agencies using hard copies can track the number of directories distributed by staff

and the locations or types of organizations that received directories. Staff can also track the

number of individuals or organizations that request directories and the demographics of those

making the requests. This data can be used to evaluate whether directory distribution has

successfully reached specialized transportation riders within a jurisdiction.

Agencies with online inventories can use web tools to develop an overview of who views and

downloads the specialized transportation directory. For example, Google Analytics uses a

JavaScript-based tracking code to automatically generate information about users visiting a

webpage. The software tracks the number of times of webpage is accessed, as well as how users

initially found and accessed the page. Google Analytics can determine how a user interacts with

site content, including the amount of time a user spends on each page. As the software learns


February 2016


more about the user, Google can also develop basic demographic information. Webpage

administrators can access automatically generated reports through an online application.

Google Analytics can be used by linkage providers to help understand who accesses online

specialized transportation directories. If directories are distributed as a single static PDF, the

software will enable providers to track the number and basic demographic information of users

who download a directory. If directories include different pages for each service provider or type

of service, Google Analytics can provide valuable information about which services or providers

are most accessed by local customers. This information can be used to help determine whether

existing services are meeting customer needs, as well as help prioritize pages that should be more

frequently updated.


The concept behind agencies with online provider portals is to improve the accuracy of

information (without devoting significant staff time) by allowing service providers to directly

update contact, fare, and regulations information. Evaluation criteria therefore focus on how

frequently providers check and/or update information about their services on the portal. Agencies

can track which providers frequently access and update their information, and which providers

have either not submitted or fail to update information about their services, noting that providers

with no changes may not need to update their information.

Many providers likely maintain similar services over long periods of time, while others frequently

change service areas, fares, and other features. Due to this variation, agencies cannot expect all

providers to update their portal information at a consistent rate. In order to understand the

validity of the information on their portal, agencies should ideally conduct audits of provider

pages. These audits would allow agencies to track the percentage of provider pages that contain

accurate information.

Level 2: Program Options

The One Call/One Click process allows agencies to collect significantly more information about

linkage customers and their trip requests. Agencies can therefore develop more advanced

evaluations of how successful their programs are at linking riders with services.

When customers call a mobility management specialist or access an online portal, they are asked

a series of triage questions as well as information about themselves and their trip. Questions

typically focus on type of disability, needed accommodations, and eligibility for certain types of

services, as well as the specifics of the trip needed. One Call/One Click allows agencies to track

how users respond to these questions. Agencies can also track the number of riders who seek

general information about services in their area versus those that request information about a

specific trip. Using this information, agencies can better understand who utilizes linkage services

and whether their needs are satisfied by provider services in the database.


By providing trip planning assistance, agencies can learn more about the ways customers use a

linkage to find providers that serve their travel needs. Customers provide information about their

trip origin and destination, the date and time of day they wish to travel, and trip purpose. Using

this data, along with answers to triage questions, users are provided with specific transit trip


February 2016


information or shown providers that operate applicable services. Agencies can track trip

information to help identify common trips and analyze how preference different modes.

Agencies can also cross tabulate trip, triage, and itinerary data to see how different factors affect

which services are applicable to customer requests. This analysis is particularly important for

understanding which customers are unable to find an applicable trip, and how changes to service

changes or new services may reduce the number of requests that cannot be completed.

Online one-click portals enhance the opportunities to evaluate the effectiveness of linkages. For

example, the 1-Click|CS software includes a number of automatically generated evaluation reports

that allow participating agencies to understand how customers are using the linkage service.

Administrators can generate reports on the number of trips generated, as well as mode splits, trip

information, and answers to triage information. The software also analyzes the platforms riders

use to connect to the service. Most of these variables can be cross tabulated, allowing agencies to

understand how different factors affect how riders use transportation services. 1-Click|CS also

collects feedback from users on how closely generated trip information matched their needs. All

evaluation reports can also be exported to CSV format. Cambridge Systematics works with clients

to develop new reports, and regularly integrates new evaluation features accessible to all 1-

Click|CS customers.


Linkage services that provide trip booking can obtain more precise information about the trips

taken by their customers. At a basic level, agencies can track the number of trips booked, which

services trips are booked on, and general trip information. Staff can also track how closely a

booked trip matches the itinerary initially requested by the customer. This information can be

used to identify services gaps within existing services, as well as identify potential new services

that will more closely match rider requests.


The trip booking process enables agencies to more easily track trip planning outcomes. Linkage

providers are involved in almost all aspects of the trip planning process, from the initial triage

screening to scheduling a pick-up and drop-off. In addition to tracking trip information and triage

variables, agencies can track the number of successfully booked trips and the percentage of

providers that allow direct trip booking. On systems that have multiple providers that can serve

some similar trips, agencies can track factors that affect which service a customer chooses. This

information can be valuable for agencies that are attempting to transition a portion of their

ridership base to a different service.

Example Evaluation Criteria

The most advanced methods on evaluation criteria – and how that influenced the design of the

system and collection of data – comes from a loosely-knit consortium of VTCLI grant recipients

from Atlanta; Broward County and Jacksonville, Florida; Pennsylvania; and Riverside County,

California, each of which developed a platform based on the 1-Click|CS software developed by

Cambridge Systematics.

Figure 5-2 shows an example of evaluation data collected through the 1-Click|CS software from

the inception of the systems through July 2015. Each of the four providers listed has used the


February 2016


software in somewhat different ways and for different durations. For example, as discussed in

Chapter 2, PennDOT has used FindMyRidePA as a portal for booking paratransit services and

therefore can evaluate the total number of bookings made through the service. The Jacksonville

Transit Authority, alternatively, used the software to allow customers to see how view how a

major service change would affect their transit trip itineraries. This usage is reflected in a high

rate of transit itinerary requests. Note that the PennDOT system, FindMyRidePA, is the only one

of the four that allows customers to directly book trips (Level 5). JTA’s Transportal system is

about to implement Level 5 functionality.

Figure 5-2 | 1-Click-CS Sample Evaluation Criteria16

AR

C

Sim

ply

Ge

t T

he

re

IEU

W

2-1

-1 V

etL

ink

-to

-Go

JTA

Tra

nsP

ort

al

PA

Fin

dM

yR

ide

PA

Agencies 8 6 15 3

Providers 37 45 27 6

Services 38 53 31 8

Total Users17 570 417 1675 799

Registered Users 65 42 110 187

Logins by Registered Users 361 472 643 770

Trips 988 1086 3444 1710

Desktop 686 945 2304 1093

Tablet 32 19 161 41

Phone 24 46 785 117

Kiosk - - - 295

Itineraries 12577 7694 26125 10003

Bike 79 201 146 -

Carpool 1004 - - -

Drive 81 323 142 -

Paratransit 6080 1919 4231 3885

Transit 5333 5251 21606 6148

Selected Itineraries 420 164 950 1321

Bike 4 0 2 -

Carpool 40 - - --

Drive 2 0 6 -

Paratransit 113 20 118 831

Transit 261 144 824 490

Bookings - - - 315

16 1-Click-CS Sample Evaluation Criteria. 8 July 2015. Raw data. Cambridge Systematics, Boston.

17 User has generated at least one trip


February 2016


6 STRENGTHS, WEAKNESSES, AND OPPORTUNITIES

The literature review and case studies process revealed numerous strengths and weaknesses of

existing transportation linkage services. Many of the weaknesses of linkage services with lesser

functionality emerge as strengths of more developed programs. The different strategies and

technologies utilized at each level of functionality also present unique opportunities to enhance

linkage services and improve mobility for specialized transportation customers.

Similar to the previous sections of this report, this section is structured around the continuum of

linkage services introduced in Figure 2-1. The strengths and weaknesses related to the

functionality of each linkage level, as well as potential opportunities for linkage providers, are

presented below. An overview of this analysis, which demonstrates how weaknesses of lower

linkage levels are addressed by strengths of linkages with increased functionality, is presented in

Figure 6-1 at the end of this chapter.


Basic specialized transportation inventories consolidate and organize information about available services in a given area, but are often difficult for customers to access and use. Specialized transportation customers often rely on multiple service providers to fulfill their travel

needs. Service area, customer eligibility, fare costs, trip purpose limitations, advance booking

requirements, accessibility, and scheduling information for these services vary widely among the

different providers within a given region. Hard-copy and static online inventories provide an

effective resource for customers to learn more about services in their area. Customers can use

these inventories to understand what services they are eligible for, as well as whether the service

will meet their current travel needs.

Despite significantly increasing customer knowledge of available services, basic transportation

inventories have numerous weaknesses. Directories must be printed and distributed to customers

and the places they congregate. The printing and distribution process is expensive and often not

comprehensive. Many agencies have tried to expand distribution by publishing PDF versions of

their hard copy directories online. But these online directories require customers to have access to

the internet and be computer literate, or receive assistance from someone who meets these

qualifications, in order to access the information.

Hard-copy and static online directories become out of date almost immediately after publication,

as providers and services frequently change. As directories become out of date, they are less useful

to customers. Keeping inventories up-to-date and redistributing updated directories can take up

significant amounts of staff time. Therefore, most agencies using hard-copy directories rarely


February 2016


publish updates more frequently than once per year. Additionally, some smaller human service

providers request that they are not included in hard-copy directories. These operators may

provide the only service within a region that fulfills a specific type of travel need, but are

concerned that inclusion within a directory would overburden limited resources. As agencies

relying exclusively on static directory distribution do not provide phone-based mobility assistance

services, it may not be possible for customers to discover an unlisted service that may be their

only option for a specific type of trip.

If properly designed, static directories can significantly reduce the time and effort needed to find

an applicable transportation service. As discussed in the case study above, Will County, with the

help of Nelson\Nygaard, produced a hard-copy directory whose design mimics an online

resource. Customers could use the services matrices to quickly identify an applicable service and

find contact information. Such a resource design also allows agencies to easily identify holes

within their region’s specialized transportation matrix.

Online portals present the opportunity to more effectively leverage web analytics-based

evaluation. But portals must be designed with this type of evaluation in mind. Separating entries

into separate pages, rather than a single PDF file for all services, allows agencies to monitor views

for each service. This information can then be used to determine which services are most utilized

by users, and which trips customers are having difficulty finding an applicable service for.

Many agencies have had difficulty maintaining an organized and accessible database. Entries

become out of date quickly and provider information becomes unorganized as new staff members

are assigned to maintain the inventory. Without a specified process, many inventories become

almost unusable over time.

Strengths

Provides a centralized, source of information of specialized and other

transportation providers

Weaknesses

Often difficult for customers and mobility specialists to quickly identify

applicable services, especially in larger directories

Directories are out of date almost immediately after publication

Updating directories requires significant staff time and distribution expenditures

Hard-copy only: directories must be physically accessed, often not widely

available

Online directories only: customers must have internet and be computer literate,

or receive assistance, in order to access

Hard to maintain consistent organization, especially as services are added,

removed, and/or modified over time (Levels 1-5)

Opportunities

Directories can be placed online, allowing any customer with computer and internet

access to find transportation services 24-hours a day, seven days a week


February 2016


Directories can be designed to mimic the usability of a web-based interface, providing

users with a guide to identify applicable services and easily navigate to provider

information

Allows agencies to identify potential holes in available specialized transportation services

in their area (Levels 1-5)

Portals can be designed to more effectively leverage web analytics-based evaluation


Online portals allow providers to directly update service information, increasing accuracy without additional agency staffing requirements, but agencies often have difficulty getting providers to update their entries. In an effort to increase the accuracy of their transportation inventories, many agencies have

developed online portals that allow service providers to directly update contact, eligibility, fare,

and other information. These portals can facilitate the development and maintenance of

specialized transportation inventories without the costs associated with an agency-maintained

database. Effectively developing and deploying an online portal can be difficult however.

Providers do not always follow entry templates, leading to inconsistencies between entries and

service descriptions that are difficult for customers to comprehend.

Strengths

Allows providers to directly update service information through an online portal

Weaknesses

Often difficult to get providers to regularly update portal information after

service changes (Levels 1A-5)

Providers do not always follow entry template, leading to inconsistencies and/or

descriptions that are difficult for customers to comprehend (Levels 1A-5)

Level 2: Matching Assistance

Matching assistance programs facilitate customer’s finding transportation services that may meet their needs, but these systems still require customers to contact service providers in order to book a trip or get additional information. Basic specialized transportation directories (Level 1) require users to manually sift through

different program options. The best designed directories include features that reduce the

challenges associated with this process, but many customers still have trouble identifying an ideal

service for their needs. Matching assistance, both through online applications and by phone, use

triage questions to narrow down potential service options. Instead of a directory with dozens of

services, users of matching assistance may be presented with just two or three services that best

fit their needs.


February 2016


Matching assistance programs present only potential service options for customers based on

eligibility and service area. Many providers have additional restrictions, such as operating hours,

that are not assessed in the matching process. Customers must typically contact one or more

providers to find a service that fits their specific trip. This process may be both time consuming

and complicated for many users.

Strengths

Uses search criteria or triage questions to identify services that meet a customer’s

needs and eligibility requirements

Can harness existing 2-1-1 systems (reduces development time and cost)

Provider update nudges and match follow-ups conducted by 2-1-1 staff

Weaknesses

Not linked with schedule information; customers must typically contact one or

more providers to find a service that fits a specific trip

Opportunities

Phone-based matching assistance services could follow up a customer request by

sending an email with contact information and links to matched services


Trip planning assistance services provide more precise information about a wider range of transportation options, but continue to require customers to contact service provider if trip booking is required.Trip planning assistance services are typically based around a web application, which can be

accessed by either the customer directly or by a mobility specialist contacted by phone. Most web

applications work similarly to an online trip planner by providing applicable services based on a

specific trip request, with the added enhancement of curated travel options based on answers to

triage questions. Users are then presented with a list of services that fit their specific trip needs,

rather than a generalized list of services they are eligible to use. Some services are integrated with

or provide links to public transit schedules, bicycling and walking directions, carpool matching,

and taxi databases, providing more options than a tradition specialized transportation inventory.

Customers relying on paratransit and many human services providers are still required to contact

their provider after using trip planning assistance software to book their trip. This process is

especially difficult for customers who discover that the trip that best meets their travel needs

requires a transfer between services. Booking trips between multiple providers often requires

individually contacting each provider and then negotiating trips that would allow for a logical

transfer. If customers are unable to navigate through this process, they may not be able to

complete their desired trip at all.


February 2016


Trip planning assistance applications can be designed to be accessed using a mobile phone, either

through a website scaled for mobile web browsers or a dedicated mobile application. Providing

smart phone access allows customers to search for transportation services while they are

traveling, and also ensures that customers who access the internet primarily through their mobile

device can use assistance services.

Strengths

Works similarly to an online trip planner by providing applicable services based

on a specific trip request

Can be integrated with public transit schedules (often through GTFS), bicycling

and walking directions, carpool matching, taxi databases, etc.

Weaknesses

Customers are required to contact a service provider directly if trip booking is

required

Difficult to coordinate trips that include transfers between services that require

advanced booking

Opportunities

Mobile applications


Linkage services that provide customers with trip booking assistance facilitate the entire trip planning process from service identification to booking, but customers must contact a mobility specialist by phone. Many customers have difficulty booking a trip that meets their needs, especially those customers

who rely on specialized transportation services. Linkage services that provide trip booking

assistance eliminate many of the complications related to successfully planning a trip on such

services, including assisting with customer registration when applicable. Mobility specialists help

customers identify an applicable service and then contact the provider to actually book the trip.

Customers can complete the initial steps on this process through an online portal when provided,

but typically have to contact a specialist by phone to receive booking assistance. However,

mobility specialists are at somewhat of a disadvantage because they may not know whether the

provider has capacity to take the trip at the desired time. This can result in mobility specialists

having to contact multiple providers or being unable to meet a specific trip request despite

previous assurances.

Strengths

Mobility specialists directly contact service providers to book trips on customer’s

behalf

Some conduct three-way calls to facilitate transfer trips


February 2016


Weaknesses

Customers using online portals typically have to contact a mobility manager by

phone for booking assistance

Mobility specialists do not know if service provider has availability until call is

made

Opportunities

Allows agencies with lower staffing levels to leverage online application and focus

staff assistance on trips that are more difficult to book, such as transfers


Direct trip booking services eliminate the need to contact a provider, allowing customers to directly book, and sometimes schedule, a trip using only an online application. A few linkage providers have begun integrating their online applications with trip scheduling

software, such as Trapeze, RouteMatch, and Ecolane. These applications allow customers to

identify potential services and book a trip request without contacting the provider. These services

function similar to an online air ticket booking website, such as Travelocity or Expedia.

The major hurdle to developing direct trip booking programs is integration with scheduling

software. Service providers within a given region often use different software packages. To

integrate a range of services, agencies might have to pay for the development of APIs that allow

these different software packages to communicate with the online application.

Direct trip booking programs offer numerous opportunities to enhance customer mobility and

streamline the linkage process. Paratransit eligibility information can be associated with a user

profile, eliminating the need to verify eligibility with each transaction. Web applications can also

enhance customers’ understanding of available services, allowing them to use new modes that

both meet their accommodation needs and specific trip requirements. Applications can also be

integrated with vehicle tracking software to provide estimated time of arrival information to

customers.

Strengths

Customers can directly book without contacting the provider – now from mobile

phone

Provider scheduler can schedule unscheduled trip onto partner’s vehicle run

Powerful reporting tool help to unveil planning opportunities

Weaknesses

New customers must still pre-register for some systems (eligibility

determination)


February 2016


Service providers within a given region often use different scheduling

software/practices, requiring development of new APIs or acquisition of new

software

Opportunities

User profile data could pre-populate paratransit eligibility application

Enhance awareness of alternative modes that can serve paratransit-eligible trips

Integration with vehicle tracking software to provide estimate time of arrival

information to customers (to reduce “where’s my ride?” calls)

Fare integration, allowing customers to pay for multi-provider trips


February 2016


Figure 6-1 | Evolution of Strengths, Weaknesses, and Opportunities


February 2016

Nelson\Nygaard Consulting Associates, Inc. | A-1

A. Getting There CollaborativePlacemats


February 2016


Figure A-1 | Getting There Guide: Front

18

18 "Getting There Guide." Denver Regional Mobility and Access Council, 1 July 2015. Web. 4 Nov. 2015.


February 2016


Figure A-2 | Getting There Guide: Back

19

19 "Getting There Guide." Denver Regional Mobility and Access Council, 1 July 2015. Web. 4 Nov. 2015.


February 2016

Nelson\Nygaard Consulting Associates, Inc. | B-1

B. List of Veterans Transportation andCommunity Living Initiative (VTCLI)Grant Recipients



February 2016


State Grant Recipient Recipient

Type Lead Agency

Lead Agency

Type Allocation Year Project Description

AK Municipality of

Anchorage Municipal

Municipality of

Anchorage Municipal $120,000 2011

Creation of mobile smartphone applications to extend the

reach of the existing one-call center.

CA

Los Angeles County

Metropolitan

Transportation

Authority

Public

Transit

Agency

Los Angeles

County

Metropolitan

Transportation

Authority

Public

Transit

Agency

$2,000,000 2011

Technology upgrades to Southern California 5-1-1 system to

improve the information accessibility of the area’s

transportation services.

CA Omnitrans

Public

Transit

Agency

Inland Empire

United Way Non-Profit $227,240 2011

Hardware and software purchase to expand the capacity of

the 2-1-1 system. Real-time arrival displays at VA hospital

and mobile application.

CA

San Diego

Association of

Governments

(SANDAG)

MPO

San Diego

Association of

Governments

(SANDAG)

MPO $2,050,000 2012

The San Diego Association of Governments is partnering with a

local transit provider (FACT) and information resource (2-1-1

San Diego) to improve the accessibility of information for San

Diego County’s transportation services through an enhanced

directory of resources, a one-click transportation web site,

24/7 live telephone service, a free mobile transportation

application for smart phones and at least 20 interactive

transportation kiosks at military facilities, workforce one-stops

and other veterans sites.

CA

Santa Clara Valley

Transportation

Authority (VTA)

Public

Transit

Agency

Santa Clara

Valley

Transportation

Authority (VTA)

Public

Transit

Agency

$2,050,000 2012

The Santa Clara Valley Transportation Authority will expand

and update an existing One Call/One Click center to improve

access to a wide array of transportation resources that are

available for veterans, military personnel and their families in

Santa Clara County and Silicon Valley, which is home to about

20 percent of veterans in California.


February 2016


State Grant Recipient Recipient Type

Lead Agency Lead Agency Type

Allocation Year Project Description

CO

Colorado

Department of

Transportation

State DOT

Denver Regional

Access and

Mobility Council

Non-Profit $613,580 2011

DRMAC will create a One Call/One Click center with an

information and assistance function and pilot coordinated

reservations and scheduling system.

CO

Colorado

Department of

Transportation

State DOT

Accessible

Coordinated

Transportation of

the Pikes Peak

Region

Non-Profit $362,500 2011 Accessible Coordinated Transportation will upgrade software

capabilities for the existing Joint Dispatch and Call Center.

CO

Colorado

Department of

Transportation

State DOT

Northwest

Colorado Council

of Governments

COG $321,600 2011

NW Colorado COG will create a One Call/One Click center

and a regional billing center to enhance veterans travel

training program.

CO

Colorado

Department of

Transportation

State DOT All Points Transit Non-Profit $29,052 2011

All Points Transit will purchase software upgrades for the

existing one-call center to enable scheduling rides for military

and veterans service providers.

CO

Colorado

Department of

Transportation

State DOT

Northwest

Colorado Council

of Governments

COG $50,000 2012

The Northwest Colorado Council of Governments will

collaborate with veterans, military, medical and service

organizations in Northwest Colorado to develop a One

Call/One Click center that includes transportation resources for

nearly 50,000 veterans and active duty military personnel

who live in the large, multi-county, rural area.

CO

Colorado

Department of

Transportation

State DOT

Denver Regional

Access and

Mobility Council

Non-Profit $50,000 2012

The Denver Regional Mobility & Access Council will expand

marketing and outreach activities to promote its One Call/One

Click center, provide technical assistance to other VTCLI

projects statewide, and enhance partnerships between

veterans, military, medical and service organizations statewide

to improve access to transportation and health care services

for more than 200,000 veterans who live in Colorado.


February 2016





CO

Colorado

Department of

Transportation

State DOT

Accessible

Coordinated

Transportation of

the Pikes Peak

Region

Non-Profit $50,000 2012

Accessible Coordinated Transportation of the Pikes Peak

Region will enhance its existing One Call/One Click center,

coordinate local and statewide resources to improve

information about available transportation options for

veterans, and significantly expand outreach and marketing

activities to six military installations, four military medical

treatment facilities and more than 100,000 veterans and

active duty military personnel who live in the community.

CO

Colorado

Department of

Transportation

State DOT All Points Transit Non-Profit $14,500 2012

All Points Transit, a transportation provider in rural Western

Colorado, will enhance its current One-Call Transportation

Program, identify unmet transportation needs for more than

40,000 veterans and active duty military personnel in the

region, and promote available resources with enhanced

marketing and outreach activities.

FL

Jacksonville

Transportation

Authority

Public

Transit

Agency

Jacksonville

Transportation

Authority

Public

Transit

Agency

$1,925,200 2011

Build a One Call/One Click transportation resource center to

expand access to the regional scheduling system via the

internet and telephone.

FL

Polk County Board

of County

Commissioners

County

Polk County Board

of County

Commissioners

County $1,542,267 2011

Consolidation of three call centers into single one-call center

with centralized website and phone number for coordinated

delivery of transportation.

FL City of Tallahassee Municipal City of Tallahassee Municipal $1,200,000 2011

Expand existing transit call center to provide information,

transportation and scheduling for veterans, add customer

scheduling website.

FL

Pinellas County

Metropolitan

Planning

Organization

MPO

Pinellas County

Metropolitan

Planning

Organization

MPO $1,098,339 2011

Create a one-stop center with online tool, toll-free phone

number, interactive voicemail system, mobile applications for

real-time information.


February 2016





FL

Central Florida

Regional

Transportation

Authority (LYNX)

Public

Transit

Agency

Central Florida

Regional

Transportation

Authority (LYNX)

Public

Transit

Agency

$1,056,800 2011

New customer information system including one-call service

integrated with transit website and transportation information

kiosks throughout project area.

FL

Broward

Metropolitan

Planning

Organization

MPO

Broward

Metropolitan

Planning

Organization

MPO $539,937 2011

Upgrade 2-1-1 system to serve as One Call/One Click center,

bringing transportation into the employment, housing, food and

counseling information system.

FL Lee County

Government County

Lee County

Government County $1,359,200 2012

Lee County will use funds for the initial deployment of

informational kiosks at key transit locations, including the new

VA Health Care Center, for planning assistance for regional

coordination on transportation access, and for implementation

of vehicle arrival notification system for the transit system’s 65

buses. Together, these three projects represent an opportunity

to significantly improve access to transportation options for

veterans and their families, while also serving the public at

large.

FL

St. Lucie County

Board of County

Commissioners

County

St. Lucie County

Board of County

Commissioners

County $454,000 2012

St. Lucie County will set up the infrastructure necessary to

create a One Call/One Click center. The goal is to connect St.

Lucie and Martin County veterans, their military family

members, and other transportation-disadvantaged populations

to various destinations throughout the region for employment,

medical and recreational purposes.


February 2016





FL

Santa Rosa Board

of County

Commission

County

Santa Rosa Board

of County

Commission

County $222,387 2012

The Pensacola Bay Area Community Transportation

Coordinator will upgrade vehicle technology as well as

scheduling and dispatching software for the Santa Rosa

County Veterans Memorial Foundation-funded to the Veterans'

Affairs Clinic in Escambia County. These technology upgrades

will allow the trips to be provided without the need to

purchase additional vehicles. More efficient use of existing

resources will help make trips available for the veterans of

Santa Rosa County who otherwise would not be able to travel

to the VA Clinic in Escambia County.

FL City of Tallahassee Municipal City of Tallahassee Municipal $50,000 2012

The City of Tallahassee and StarMetro will conduct outreach

and promotion of the Capital Region One Call/One Click

Center to provide veterans, their families and the agencies

that support them with improved access to information about

transportation services in and around the Capital Region to

popular destinations such as employment, education and health

care facilities like the Tallahassee VA Outpatient Clinic.

FL

Pinellas County

Metropolitan

Planning

Organization

MPO

Tampa Bay Area

Regional

Transportation

Authority

Public

Transit

Agency

$50,000 2012

The Tampa Bay Area Regional Transportation Authority will

expand its existing role as a transportation resource by

creating a One Call/One Click Transportation Information

Center that will serve as a single point of contact for consumers

to learn about available transportation resources in the seven-

county Tampa Bay region.


February 2016





FL

Jacksonville

Transportation

Authority

Public

Transit

Agency

Jacksonville

Transportation

Authority

Public

Transit

Agency

$50,000 2012

The Jacksonville Transit Authority will develop the Northeast

Florida One-Call/One Click Transportation Resource Center

that will allow veterans to obtain immediate information to

connect to transit services through a single call or a single visit

to a web page. Services include support organizations, social

service agencies, car and van pools, volunteer driver

programs, bicycles, walking, and taxis.

GA Atlanta Regional

Commission MPO

Atlanta Regional

Commission MPO $419,855 2011

Link multiple call centers to centralized database through multi-

functional website to improve mobility planning by tracking

requests and gaps in service.

GA

Georgia

Department of

Transportation

State DOT

Coastal Regional

Commission of

Georgia

Area

Agency on

Aging

$210,000 2012

The Coastal Regional Commission of Georgia will expand the

One-Call Center into a One Call/One Click Center by building

a website and implementing software that will permit veterans

and their families, along with all others who request the

service, to schedule and cancel trips via the internet.

GA Atlanta Regional

Commission MPO

Atlanta Regional

Commission MPO $50,000 2012

Atlanta Regional Commission will use funds for the "One Click

to Get There” project to raise awareness of the one-click

mobility management software, increase the number of users,

and establish a trained corps of volunteers to host training

sessions throughout the 18-county metro area. The software,

which includes an easy to use web-based public interface, links

veterans, older adults, persons with disabilities and others to

more mobility options in the region.

GU Guam Regional

Transit Authority

Public

Transit

Agency

Guam Regional

Transit Authority

Public

Transit

Agency

$1,305,000 2011

Create a One Call/One Click transportation center for

military, veterans and community transportation providers in

multi-discipline Disabilities Center.


February 2016





HI

County of Maui

Department of

Transportation

County

County of Maui

Department of

Transportation

County $233,129 2011

Create one-call center integrated with Aging & Disability

Resource Center; allow multiple providers to streamline

eligibility, application and scheduling.

IA Iowa Department of

Transportation State DOT

Iowa Department

of Transportation State DOT $1,511,800 2012

The Iowa Department of Transportation will create a One

Call/One Click resource allowing veterans, persons with

disabilities, persons over 60, and the general public to access

information about transportation and other human service

resources. Also included with this project is the purchase of

rideshare matching software to connect people who are willing

to drive with people who need a ride to a common location.

ID

Idaho

Transportation

Department

State DOT

Idaho

Transportation

Department

State DOT $284,058 2011

Implement a one-call center, incorporate volunteer drivers into

coordinated scheduling system; establish reservation system to

share trip requests.

ID

Idaho

Transportation

Department

State DOT

Idaho

Transportation

Department

State DOT $220,000 2011 Purchase base software and hardware for a one-call resource

center in Kootenai County.

ID

Idaho

Transportation

Department

State DOT

Idaho

Transportation

Department

State DOT $39,600 2011

Create searchable resource directory, as well as an

automated provider information update system for the state,

link to 5-1-1 system and build mobile app.

ID

Idaho

Transportation

Department

State DOT

Community

Transportation

Association of

Idaho

Non-Profit $50,000 2012

The Community Transportation Association of Idaho will

develop and implement an education and outreach program

to promote Idaho’s One-Call/ One-Click resource and help

inform veterans, their families and human service agencies

about available transportation options throughout the state,

which is home to more than 140,000 veterans and active duty

military personnel.


February 2016





IL Illinois Department

of Transportation State DOT

Illinois Department

of Transportation State DOT $362,000 2011

Implement a statewide one-click website using transportation

provider inventory, including local, intercity, rideshare options.

IL Lee County County Lee County County $131,325 2011

Implement One Call/One Click center with single information

source and scheduling point for five existing human service

transportation providers.

IL Illinois Department


Lee County Council

on Aging

Area

Agency on

Aging

$81,778 2012

Lee County, with assistance from the Lee Ogle Transportation

System (LOTS), will expand the One Call/One Click (iVET) call

center and website to provide nearly 40,000 veterans and

their families living in northwest Illinois with a single,

coordinated source of information for accessing transportation

options in a six-county area.

IN

Central Indiana

Regional

Transportation

Authority

Public

Transit

Agency

Central Indiana

Regional

Transportation

Authority

Public

Transit

Agency

$40,000 2011

Combine existing database with regional commuter hotline,

website. Incorporate demand-response, senior services, VA

medical transportation, and three transit services.

IN

Central Indiana

Regional

Transportation

Authority

Public

Transit

Agency

Central Indiana

Regional

Transportation

Authority

Public

Transit

Agency

$20,000 2012

The Central Indiana Regional Transportation Authority will

develop a One-Call One-Click Transportation Resource

Center, which includes a new web site and interactive online

database with information about transportation resources

available in the 10-county Central Indiana region, which

includes the City of Indianapolis and surrounding suburban and

rural areas. Funding also will support outreach efforts to

promote the new resource to more than 135,000 veterans and

military families who live in the region.

KY

Kentucky

Transportation

Cabinet

State DOT

Kentucky

Transportation

Cabinet

State DOT $797,506 2011

Purchase one-call technology for regional community and

Medicaid transportation providers. Expand statewide call

center with state Dept of Vets Affairs.


February 2016





KY

Kentucky

Transportation

Cabinet

State DOT

Kentucky

Transportation

Cabinet

State DOT $858,421 2012

The Kentucky Transportation Cabinet will expand its statewide

call center and “Vet” Transportation Connection to include five

public transit providers, enhance partnerships between

veterans, military, medical and service organizations statewide

to identify and address transportation needs, and promote the

resource to more than 335,000 veterans who live in the state.

LA The City of

Shreveport Municipal

The City of

Shreveport Municipal $490,000 2012

The City of Shreveport will expand the call center for

SporTran’s paratransit service (LiftLine) to a One Call/One

Click Information Center and Network that will provide

transportation resources to the growing number of veterans

who live in Shreveport and Bossier City, home of Barksdale Air

Force Base and the Overton Brooks VA Medical Center.

Funding also will be used to promote the resource and create

a network of transit providers, military organizations, and

human service agencies working to improve transportation

options for veterans and people with disabilities in the

community.

MA

Montachusett

Regional Transit

Authority (MART)

Public

Transit

Agency

Montachusett

Regional Transit

Authority (MART)

Public

Transit

Agency

$2,000,000 2011

Expand one-call center to include veterans’ agencies. Upgrade

in-vehicle technology to enable Vets Charlie Cards (electronic

fare card).

MA Berkshire Regional

Transit Authority

Public

Transit

Agency

Berkshire Regional

Transit Authority

Public

Transit

Agency

$2,000,000 2012

The Berkshire Regional Transit Authority will establish a One

Call/One Click transportation resource center within its

Intermodal Transportation Center to raise awareness of

transportation resources for veterans and their families, as well

as other transit dependent members of the community.


February 2016





MA Metrowest Regional

Transit Authority

Public

Transit

Agency

Metrowest

Regional Transit

Authority

Public

Transit

Agency

$1,024,000 2012

The Metrowest Regional Transit Authority is in the process of

developing a paratransit operation center to meet the needs

of its growing paratransit/demand response operations, which

has been increasing by an average of 11% annually. MWRTA

anticipates continued significant growth in paratransit

ridership, including veterans.

MA

Cape Ann

Transportation

Authority

Public

Transit

Agency

Cape Ann

Transportation

Authority

Public

Transit

Agency

$289,080 2012

The Cape Ann Transportation Authority will coordinate its

services with those of paratransit providers in the greater

Boston area and other urban centers by sharing route

information and integrating technology, giving Veterans 24/7

One Call/One Click access to available transportation options

for medical, education, healthcare, employment and more in

the region.

MD

Maryland

Department of

Transportation

State DOT

Maryland

Department of

Transportation

State DOT $1,572,116 2011

Connect web info system with 2-1-1 system, human service and

workforce programs. Install transportation info kiosks at

military installations, VA facilities.

MD

Maryland

Department of

Transportation

State DOT

Maryland

Department of

Transportation

State DOT $400,000 2011

Implement a One Call/One Click center for veterans and their

transit needs in rural Eastern Maryland. Purchase of

technology and space.

MI

Suburban Mobility

Authority for

Regional

Transportation

(SMART)

Public

Transit

Agency

Suburban Mobility

Authority for

Regional

Transportation

(SMART)

Public

Transit

Agency

$101,776 2011

Purchase technology for same-day scheduling, improve access

to web portal and upgrade the phone systems for elderly

users and persons with disabilities.


February 2016





MI

Michigan

Department of

Transportation

State DOT

Michigan

Association of

United Ways

Non-Profit $1,470,100 2012

The Michigan Association of United Ways will bring together

eight regional 2-1-1 call centers and create a statewide One

Call/One Click Center that will include transportation options

for every county in Michigan, allowing veterans and other

users to tap the entire state’s resources and connect with

locally available transportation and other vital services.

Information will be accessible 24/7 by calling 2-1-1 or

clicking on a website.

MI City of Livonia Municipal City of Livonia Municipal $238,594 2012

The City of Livonia will expand the Livonia Community Transit

call center into a full service One Call/One Click

transportation information center to provide veterans, military

family and other members of the community with simplified

access to transportation mobility options in the Detroit Metro

area.

MI

Suburban Mobility

Authority for

Regional

Transportation

Public

Transit

Agency

Suburban Mobility

Authority for

Regional

Transportation

Public

Transit

Agency

$220,000 2012

The Suburban Mobility Authority for Regional Transportation

(SMART) and the Area Agency on Aging will expand a One

Call/One Click mobility management service called MyRide2

that will provide veterans in the Detroit Metro area with

improved access to transportation resources via a multilingual

toll-free phone line and interactive web site. Funds will be

used to promote the service to more than 265,000 veterans

living in the area and coordinate outreach efforts with the John

D. Dingell VA Medical Center and other health and human

service organizations.

MN

Minnesota

Department of

Transportation

State DOT

Minnesota

Department of

Transportation

State DOT $1,188,000 2011

Upgrade existing statewide One Call/One Click center, add

info about transportation options, and integrate with state's

LinkVet program.


February 2016





MN

Minnesota

Department of

Transportation

State DOT

Minnesota

Department of

Transportation

State DOT $586,206 2012

The Minnesota Department of Transportation will expand an

existing one-call, one-click center to include statewide

transportation service information to allow more than 68,000

veterans who live in the state, military families and others to

easily access information about public and private

transportation options.

MO Mid-America

Regional Council MPO

Mid-America

Regional Council MPO $160,855 2011

Implement an integrated and shared transportation database

with public user interface, focusing on information and referral.

MO Mid-America

Regional Council MPO

Mid-America

Regional Council MPO $49,990 2012

The Mid-America Regional Council will coordinate with

transportation providers in the Kansas City Region to pull

service information into a one-click, online database and

conduct marketing and outreach efforts to promote the web

site to more than 149,000 veterans who live in the area,

military organizations, medical and educational institutions and

other stakeholders.

MP

Commonwealth

Office of Transit

Authority

Public

Transit

Agency

Commonwealth

Office of Transit

Authority

Public

Transit

Agency

$1,079,600 2012

The Commonwealth Office of Transit Authority for the Northern

Mariana Islands, a U.S. territory in the Pacific Ocean, will build

and equip a One Call/One Click Center to coordinate current

specialized transit and future public transportation services for

hundreds of veterans and military personnel who live on the

islands.


February 2016





MT Great Falls Transit

Public

Transit

Agency

Montana Transit

Association Other $380,500 2012

The Montana Transit Association will develop a web-based

program to allow transportation agencies and human service

organizations across the state to share ride schedules,

coordinate services and make it easier for the more than

110,000 veterans who live in Montana to access information

that will help them get to employment, medical appointments

and other destinations.

NC Wake County County Wake County County $601,661 2011

Upgrade one-call center system to offer 24-hr availability,

create a one-click website that will allow individuals and

agencies to schedule trips online.

NC

North Carolina

Department of

Transportation

State DOT

North Carolina

Department of

Transportation

State DOT $459,873 2012

Multiple rural transit providers in Southwest North Carolina will

create a One Call/One Click Travel Management

Coordination Center that will enable more than 20,000

veterans and their families who live in the area to better

understand and coordinate transportation options to improve

access to jobs, education, health care and other services.

NC

North Carolina

Department of

Transportation

State DOT Onslow United

Transit System Non-Profit $57,136 2012

Onslow United Transit System (OUTS) will purchase software to

upgrade its one-call center and transit vehicles with automated

vehicle location technology to improve coordination of transit

service among multiple providers in the Jacksonville area,


military personnel who live and work at Marine Corps Base

Camp Lejeune and Marine Corps Air Station New River.


February 2016





NC City of Fayetteville Municipal City of Fayetteville Municipal $46,680 2012

The City of Fayetteville, in coordination with Fort Bragg, the

VA Medical Center and surrounding counties, will create and

host a joint agency website and call center with information

about transportation options and other resources available for

the more than 150,000 veterans, active duty military and

families living in the area.

ND City of Grand Forks Municipal City of Grand

Forks Municipal $1,776,120 2012

The City of Grand Forks, its regional partners and the North

Dakota Department of Transportation will expand an existing

call center and online resource into a full service One

Call/One Click Center to provide more than 62,000 veterans

and active-duty military personnel who live in the state with

statewide transportation options and information on other

health and social services.

NE

Omaha-Council

Bluffs Metropolitan

Area Planning

Agency

MPO

Omaha-Council

Bluffs Metropolitan

Area Planning

Agency

MPO $933,750 2011

Expand and upgrade the existing computer aided scheduling

and dispatching system to a region-wide system, adding

automated customer phone scheduling.

NE Transit Authority of

the City of Omaha

Public

Transit

Agency

Transit Authority of

the City of Omaha

Public

Transit

Agency

$2,000,000 2012

Metro will upgrade fare equipment technology for its

paratransit service and other transit providers in the Omaha

region to better coordinate reservations, fare payment,

identification of customers and other information that will be

incorporated into the Midlands One-Call Transportation

Center that is being developed by the Omaha-Council Bluffs

Metropolitan Area Planning Agency.


February 2016





NE

Omaha-Council

Bluffs Metropolitan

Area Planning

Agency

MPO

Omaha-Council

Bluffs Metropolitan

Area Planning

Agency

MPO $50,000 2012

The Omaha-Council Bluffs Metropolitan Planning Agency will

conduct outreach and marketing activities to promote the

Midlands One-Call Transportation Center that is being

developed for the five-county region in Iowa and Nebraska,


military personnel, Offutt Air Force Base and the VA

Nebraska-Western Iowa Health Care System.

NH

Cooperative

Alliance for

Seacoast

Transportation

Public

Transit

Agency

Cooperative

Alliance for

Seacoast

Transportation

Public

Transit

Agency

$324,000 2011

Purchase enhanced web-based coordination software, call-

taking hardware and mobile data terminals for vehicles in the

coordinated transportation effort.

NJ New Jersey Transit

Corporation

Public

Transit

Agency

New Jersey Transit

Corporation

Public

Transit

Agency

$1,463,646 2011

Implement a final phase of construction which will expand its

existing facility. Purchase in-vehicle technology and increase

capacity for veterans needs.

NJ Morris County County Morris County County $543,000 2012

Morris County will develop a One-Click/One-Call

Transportation Resource Center to coordinate local

transportation services for more than 25,000 veterans who live

in the county and improve access to the Lyons Veterans

Administration Healthcare Center in Basking Ridge, the East

Orange Veterans Administration Healthcare Center and the

Morris Township Veterans Administration Outpatient Clinic.

NM

New Mexico

Department of

Transportation

State DOT

New Mexico

Department of

Transportation

State DOT $414,000 2012

The New Mexico Department of Transportation will upgrade a

Regional Call Center to include scheduling software, in-vehicle

technology and routing to improve access to transit services for

more than 75,000 veterans who live in the northern counties of

Santa Fe, Bernalillo, Los Alamos, Rio Arriba and Taos.


February 2016





NM Mid-Region Council

of Governments COG

Mid-Region

Council of

Governments

COG $332,500 2012

The Mid-Region Council of Governments will implement the first

phase of a comprehensive One Call/One Click center,

including the development and implementation of a one click

web site, to provide the more than 78,000 veterans who live in

the greater Albuquerque region with improved access and

integrated referrals to participating transportation providers.

NV

Regional

Transportation

Commission of

Southern Nevada

Public

Transit

Agency

Regional

Transportation

Commission of

Southern Nevada

Public

Transit

Agency

$1,016,864 2011 Establish a communication network between current human

service transportation providers.

NV

Regional

Transportation

Commission of

Southern Nevada

Public

Transit

Agency

Regional

Transportation

Commission of

Southern Nevada

Public

Transit

Agency

$50,000 2012

The Regional Transportation Commission of Southern Nevada

will conduct research to support the development of a

Veterans Medical Transportation Network that will transport

veterans to and from medical facilities within the Las Vegas

Valley, which is home to more than 280,000 veterans and

active duty military personnel.

NY County of Schuyler County County of Schuyler County $93,750 2011

Implement a One Call/One Click system to process

reservations, integrated with scheduling, routing, and billing

and reporting.

NY County of Schuyler County Arc of Schuyler

County Non-Profit $36,000 2012

The Arc of Schuyler County will conduct planning, outreach and

marketing of its One Call/One Click center in coordination

with veterans service organizations to improve access to

transportation information for veterans, service members and

their families.

OH Western Reserve

Transit Authority

Public

Transit

Agency

Western Reserve

Transit Authority

Public

Transit

Agency

$732,000 2011

Expand existing customer service center into a One Call/One

Click center, integrated with a 2-1-1 Help Hotline to facilitate

inter-agency trip sharing.


February 2016





OH Stark Area Regional

Transit Authority

Public

Transit

Agency

Stark Area

Regional Transit

Authority

Public

Transit

Agency

$336,011 2011

Improve demand-response system and offer services to

veterans; create brokerage to share dispatching between

paratransit service and private providers.

OH

Greater Dayton

Regional Transit

Authority

Public

Transit

Agency

Greater Dayton

Regional Transit

Authority

Public

Transit

Agency

$450,000 2012

The Greater Dayton Regional Transit Authority will upgrade

scheduling and dispatch software for its paratransit service to

allow veterans and other users to schedule trips, access trip

information and make trip changes via the web and smart

phones, and to provide phone call reminders before scheduled

trips. More than 80,000 veterans live in the area, which is

home to the Wright-Patterson Air Force Base and Medical

Center, and the Dayton VA Medical Center.

OH

Portage Area

Regional

Transportation

Authority

Public

Transit

Agency

Portage Area

Regional

Transportation

Authority

Public

Transit

Agency

$274,400 2012

The Portage Area Regional Transportation Authority will

develop a One Call/One Click center called NEORide to give

area veterans and other residents in northeastern Ohio an all-

in-one trip planning tool that incorporates multiple

transportation service providers in Portage and Geauga

counties, which are home to more than 20,000 veterans and

active duty military personnel.

OH Stark Area Regional

Transit Authority

Public

Transit

Agency

Stark Area

Regional Transit

Authority

Public

Transit

Agency

$50,000 2012

The Stark Area Regional Transit Authority will conduct

marketing and outreach efforts to promote its One Call/One

Click center, which will coordinate information and trip

planning for Proline paratransit service and two private

transportation providers, making it easier for the more than

30,000 veterans who live in Stark County to schedule trips to

employment, medical and other services.


February 2016





OH Western Reserve

Transit Authority

Public

Transit

Agency

Western Reserve

Transit Authority

Public

Transit

Agency

$50,000 2012

The Western Reserve Transit Authority will implement an

outreach and education plan to work with county veteran

service organizations, the VA Outpatient Clinic, Youngstown

State University’s Office of Veterans Affairs, and other

partners to promote a One Call/One Click Center that is

being developed to improve access to transportation options in

Mahoning County, which is home to nearly 20,000 veterans

and military families.

OK

Indian Nations

Council of

Governments

(INCOG)

COG

Indian Nations

Council of

Governments

(INCOG)

COG $607,752 2011

Create 26-county one-call center coordinating transportation

in/around Tulsa and Muskogee VAMC, incorporating urban,

rural, tribal, DAV/VA transportation.

OK

Indian Nations

Council of

Governments

(INCOG)

COG

Indian Nations

Council of

Governments

(INCOG)

COG $510,896 2012

The Oklahoma Veterans Access Transit Project, a collaborative

effort between five rural transit agencies, will be augmented

by adding in-vehicle technology that will allow better

coordination and customer ride notifications. Funds will also be

used to complete a veterans’ one-call center at the Veterans

Transportation Service (VTS) site in Muskogee. Also, a

marketing and outreach project will aim to make veteran's

aware of their transportation options while soliciting their

ideas for resolving transportation challenges.

OR Lane Transit District

Public

Transit

Agency

Lane Transit

District

Public

Transit

Agency

$1,088,000 2011

Upgrade existing one-call center with new

scheduling/dispatching software, new telephone systems with

interactive voice response and mobile data computers.


February 2016





OR

Tri-County

Metropolitan

Transportation

District of Oregon

Public

Transit

Agency

Tri-County

Metropolitan

Transportation

District of Oregon

Public

Transit

Agency

$330,728 2011

Expand one-call center to connect additional transportation

resources. Update IT infrastructure to enable coordination with

VA transportation.

OR

Rogue Valley

Transportation

District

Public

Transit

Agency

Rogue Valley

Transportation

District

Public

Transit

Agency

$1,082,200 2012

Rogue Valley Transportation District (RVTD) will purchase a

building to house its One Call/One Click center. RVTD works

with all four of the Jackson County special transportation

providers by receiving client calls and brokering client trips to

providers. In this capacity RVTD is able to find the most cost-

effective and client focused option.

OR

Tri-County

Metropolitan

Transportation

District of Oregon

Public

Transit

Agency

RideConnection Non-Profit $49,643 2012

RideConnection, a nonprofit organization that coordinates

transportation, will implement an outreach plan to the military

community promoting its one-call center. The outreach plan will

identify transportation related assets and needs, and propose

coordination activities within the Rid Connection network.

RideConnection will also use the information gathered to

standardize how trip information is shared, and develop

strategies for ongoing involvement of customers and

volunteers.

PA Pennsylvania Dept


Pennsylvania Dept

of Transportation State DOT $2,000,000 2011

Create a network of four regional one-call centers with

websites to bring together individual transportation providers

into regional coordinated system.

PA County of Cambria County County of Cambria County $190,500 2011

Implement county One Call/One Click center in Rural Transit

Center, helping coordinate transit, paratransit, and senior

transportation.


February 2016





PA County of Cambria County County of Cambria County $50,000 2012

Cambria County will increase outreach and marketing of its

developing One Call/One Click center to new local partners,

as well as additional planning to coordinate with PennDOT's

statewide project. The funding will be used for final planning

efforts, training, marketing efforts, and public outreach.

SC Lowcountry Council

of Governments COG

Lowcountry Council

of Governments COG $124,480 2011

Install mobile data terminals in regional transit vehicles to

implement automatic vehicle location and create customer

portal website.

SC

South Carolina

Department of

Transportation

State DOT Lowcountry Council


Lowcountry Council of Governments will conduct an outreach

project that includes analyzing veterans' needs and an

updating coordination plan to address those needs. Marketing,

via a variety of community outreach approaches, will ensure

that our military community is informed about and encouraged

to utilize existing and new services.

SD

South Dakota

Department of

Transportation

State DOT River Cities Public

Transit Non-Profit $319,200 2011

River Cities Transit will upgrade scheduling and dispatching

system, add mobile data terminals to vehicles, as well as

create online ride scheduling.

SD

South Dakota

Department of

Transportation

State DOT Prarie Hills Transit Non-Profit $183,680 2011

Prairie Hills Transit will create interactive webpage and

database for scheduling trips located in existing regional call

center.

SD

South Dakota

Department of

Transportation

State DOT

River Cities Public

Transit/Prarie Hills

Transit

Non-Profit $50,000 2012

Prairie Hills and River Cities will use funds for a joint education

and outreach campaign to promote One Call/One Click

Center projects. Outreach will include a uniform marketing

campaign with a single logo and vehicle wraps that will be a

moving billboard for the centers.


February 2016





SD

South Dakota

Department of

Transportation

State DOT

River Cities Public

Transit/Prarie Hills

Transit

Non-Profit $50,000 2012

Prairie Hills and River Cities will use funds for a joint education

and outreach campaign to promote One Call/One Click

Center projects. Outreach will include a uniform marketing

campaign with a single logo and vehicle wraps that will be a

moving billboard for the centers.

TX City of El Paso Municipal City of El Paso Municipal $1,216,318 2011

Create One Call/One Click system by purchasing technology

upgrades to better access common transportation resource

database; assign and schedule trips.

TX

Corpus Christi

Regional

Transportation

Authority

Public

Transit

Agency

Corpus Christi

Regional

Transportation

Authority

Public

Transit

Agency

$848,480 2011

Expand the capacity of the Customer Service Center to house

regional call center for transportation, human services and

community information.

TX VIA Metropolitan

Transit

Public

Transit

Agency

VIA Metropolitan

Transit

Public

Transit

Agency

$148,000 2011

Create an information database on transportation program

eligibility and availability from all local transportation

providers.

TX Dallas Area Rapid

Transit

Public

Transit

Agency

Dallas Area Rapid

Transit

Public

Transit

Agency

$1,239,800 2012

DART will create an open source software system called North

Texas Rides. The project will create one click websites, mobile

and social applications as well as kiosks located throughout the

region that will provide information on the full range of

transportation services in the region.

TX Alamo Area Council

of Governments COG

Alamo Area

Council of

Governments

COG $841,120 2012

AlamoRides will be the Regional One Call/One Click Center, using a

variety of technologies for both multi-agency coordination and

individual consumer communication. The ADA-compliant AlamoRides

system will be built on a sophisticated IVR telephone system; a highly

searchable, interactive website; and a comprehensive database of a

transportation options in the San Antonio Area, home to 215,000

veterans and 168,000 active duty service


February 2016





TX Texas Department


East Texas Council


East Texas COG will create the One-Stop Regional

Transportation Call Center that will offer all residents of the

region, particularly veterans and those with mobility

challenges, a streamlined service to assist them in meeting their

mobility needs. Advanced systems such automated vehicle

locators and GPS technologies will be utilized in the call center

to improve accessibility and contribute to broader traveler

mobility.

TX City of El Paso Sun

Metro

Public

Transit

Agency

City of El Paso Sun

Metro

Public

Transit

Agency

$31,000 2012

The City of El Paso and Sun Metro will design and develop a

solid marketing and public outreach program that will help

inform the citizens, in particular, the veteran community, of a

service that will contribute towards veteran community's

transportation needs throughout the El Paso region.

UT Tooele County County Tooele County County $177,230 2011

Create one-call center to coordinate trips between

participating providers. Purchase scheduling/dispatching

system and in-vehicle hardware for providers.

UT Utah Transit

Authority

Public

Transit

Agency

Utah Transit

Authority

Public

Transit

Agency

$450,000 2012

UTA will build a data exchange framework which will allow

trips, customers, and other information to be shared across

many regional transportation providers, including the Disabled

American Veterans volunteer transportation network.


February 2016





UT Tooele County County Tooele County County $50,000 2012

Tooele County will use funds to identify and assist in the

development of a marketing plan and outreach program for

its One Call/One Click Center to veterans, military family

members, and other transportation disadvantaged

populations. Funds will also be used to assist in increasing

communication between the center and other computer aided

scheduling and dispatch systems in the area, and to develop a

program evaluation system to monitor the successes/failures of

the services and to help improve service.

VA Culpeper County County Culpeper County County $172,303 2012

Culpeper County will renovate a section of a building and

purchase technology to expand and upgrade existing Senior

Center to become veteran/transportation One Call/One Click

center.

VT Vermont Agency of

Transportation State DOT

Vermont Agency

of Transportation State DOT $352,900 2011

Implement new scheduling/dispatching system to include

DAV/VA transportation services. Create website connections

for one-click service.

WA

Washington State

Department of

Transportation

State DOT Paratransit

Services Non-Profit $438,776 2011

Paratransit Services will upgrade scheduling software for

compatibility with systems at VAMCs and existing non-

emergency medical transportation broker.

WA County of Pierce County County of Pierce County $211,921 2011

Expand local 2-1-1 transportation center to a One Call/One

Click center with technology upgrades for center and

providers, allowing efficient brokerage.

WA

Washington State

Department of

Transportation

State DOT Hopelink Non-Profit $168,000 2011

Hopelink will build mobile smart phone application and a one-

click website that will connect veterans to community

transportation providers.


February 2016





WA

Washington State

Department of

Transportation

State DOT Human Service

Council Non-Profit $130,315 2011

Human Service Council will implement One Call/One Click

center to improve compatibility of transportation programs in

the region.

WA

Washington State

Department of

Transportation

State DOT Human Services

Council Non-Profit $222,688 2012

Human Services Council will use funds to provide a more robust

web-based scheduling, dispatching, billing and reporting

software system with the capacity to support multiple

transportation providers. The enhanced software will allow

multiple agencies to provide timely and efficient coordination

and scheduling of trips, resulting in more flexibility and new

opportunities to share trips, reduce costs, and save time for

riders.

WA

Washington State

Department of

Transportation

State DOT Pierce County County $77,400 2012

Pierce County will buy a web server and build new website to

create true One Call/One Click center on the United

Way/South Sound 211 system. They will also use funds for in-

depth outreach to veterans and military families to engage

them in updating the two county-coordinated transportation

plans, and for marketing of the OneCall/One Click center.

WA

Washington State

Department of

Transportation

State DOT Hopelink Non-Profit $50,000 2012

Hopelink will use funds to market and promotion of its new

One-Stop Access project, which includes a website, a

smartphone application, and transportation kiosks. This

promotion will improve the success of the project by ensuring

that veterans are aware of and understand how to use these

new tools. The King County Mobility Coalition (KCMC) will also

implement a needs assessment to better understand the

transportation challenges facing veterans in our county,

including their awareness of existing transportation options.


February 2016





WA

Washington State

Department of

Transportation

State DOT Paratransit

Services Non-Profit $50,000 2012

Paratransit Services will hire an outreach coordinator, who will

work to identify new ride resources to include on new kiosks

and make informational presentations to veterans groups

about various transportation resources available in their

community. In addition, the outreach coordinator will attend

health fairs and other events to talk about how to utilize the

One Call/One Click Transportation Resource Center.

WI

Aging & Disability

Resource Center of

Eau Claire County

County

Aging & Disability

Resource Center of

Eau Claire County

County $292,812 2011

Create two call centers in Western Wisconsin, integrated with

ADRC, with a particular focus on the mobility needs of

veterans in the area.

WI

Center for

Independent Living

for Western

Wisconsin, Inc.

Non-Profit

Center for

Independent Living

for Western

Wisconsin, Inc.

Non-Profit $50,000 2012

The Center for Independent Living of Western Wisconsin will

conduct outreach, marketing for a One Call/One Click centers

in Western Wisconsin, covering 18 counties, and complete a

performance measurement study on the effectiveness of the

centers in meeting the needs of veterans.2021

20 "2011 VTCLI Awards." FTA. Federal Transportation Authority, 1 Jan. 2012. Web. 5 Nov. 2015.

21 "2012 VTCLI Awards." FTA. Federal Transportation Authority, 1 Jan. 2013. Web. 5 Nov. 2015.



February 2016

Nelson\Nygaard Consulting Associates, Inc. | C-1

C. Will County CommunityTransportation Services Directory


Community Transportation

Services Directory

October 2009

Will County


Will County Directory of Community Transportation Services

This directory is a comprehensive listing of all community transportation services in Will County. Services included in this directory are:

• All publicly-funded Dial-A-Ride services

• ADA paratransit service

• Medical transportation services

• Client transportation programs of agencies which serve persons with

developmental disabilities

• Client transportation programs of other human service agencies

• Transportation operated by nursing homes for their residents

• Taxis

• Other Private, For-Hire Car Services


How to Use this Directory

Matrix of Publicly-Funded

Transportation Services ........................................................ Page 1

This matrix enables you to find publicly-funded community

transportation services (Dial-A-Ride services and ADA Paratransit

services) that are right for you by looking at what’s available in your

township or village. More details about hours, fares, and eligibility can

be found on the Summary Table on page 4, as well as in the detailed

listing for each service in the last section of this directory.

Matrix of Client-Only

Transportation Services ....................................................... Page 3

This matrix lists non-profit or government agencies that operate

transportation programs or provide subsidies or bus passes for their

clients. Depending on your circumstances, you may qualify for their

services or programs. All of these programs are available throughout

Will County.

to Use this Directory(continued)

Summary of All

Transportation Services ....................................................... Page 4

This table displays basic information about all of the available

transportation services in Will County that are listed in the first two

sections. It includes service area, service hours, eligibility

requirements, and contact information for learning more about each

service.

Detailed Listings of Services ............................................. Page 15

This last section describes each service in more detail. Here, you can

find more information about who qualifies for the service, fare

information, and more specifics on what type of trip you can take on

the service (i.e., medical appointments or grocery shopping trips).

Matrix of Publicly-Funded Transportation Services


Trip Origin General Public*

Older Adults

Persons With Disabilities

Channahon Township Southwest Will DAR

(see page 27)

Crete Township Southland Senior Services DAR(see page 26)

DuPage Township

DuPage Township DAR(see page 20)

Will County ADA Paratransit

(see page 30)

Frankfort Township Frankfort Township DAR

(see page 20)

Green Garden Township Southland Senior Services DAR(see page 26)

Homer Township

Central Will DAR (see page 19)


(see page 30)

Jackson Township Central Will DAR (see page 19)

Joliet, City of Southwest Will DAR

(see page 27)



(see page 30)

Joliet Township Central Will DAR (see page 19)

Lockport Township


Lockport Township Senior Shuttle(see page 22)

Will County ADA Paratransit (see page 30)

Manhattan Township Southwest Will DAR

(see page 27)

Monee Township Southland Senior Services DAR(see page 26)

New Lenox Township New Lenox Township DAR

(see page 23)


Matrix of Publicly-Funded Transportation Services


Trip Origin General Public*

Older Adults

Persons With Disabilities

Peotone Township Southland Senior Services DAR(see page 26)

Plainfield Township


Plainfield Township Senior Shuttle(see page 25)


Troy Township Central Will DAR (see page 19)

Park Forest, Village of Park Forest DAR

(see page 24)

University Park, Village of University Park DAR(see page 28)

Washington Township Washington Township DAR

(see page 29) Southland Senior Services DAR(see page 26)

Will Township Southland Senior Services DAR(see page 26)

Wilmington Township Southwest Will DAR

(see page 27)

Client-only Human Service Agency Transportation


Provider

Client Eligibility

See Page No. Older Adults

Persons with Developmental Disabilities

Persons with Low Income Veterans

Beecher Manor Nursing and Rehabilitation Center 47

Catholic Charities, Diocese of Joliet 40

Cornerstone Services 36

Guardian Angel Community Services 41

Helping Hand Rehabilitation Center 42

Illinois Department of Healthcare and Family Services 31

Illinois Department of Human Services 43

Individual Advocacy Group 37

Medicaid Non-Emergency Medical Transportation 32

Provena Saint Joseph Medical Center 33

Silver Cross Hospital 34

South Suburban Recreation Association 44

SouthSTAR Services 38

Sunny Hill Nursing Home of Will County 48

Trinity Services 39

United Cerebral Palsy of Will County 45

Veterans Assistance Commission of Will County 35

Workforce Investment Board of Will County 46

Summary of All Community Transportation Services


Name Pg # Eligibility Service Area Service Hours Contact Information

DIAL-A-RIDE

Central Will DAR See

page 19

Persons with Disabilities &Older Adults;

Must be a resident of sponsoring jurisdictions

City of Joliet, Homer, Jackson, Joliet, Lockport, Plainfield, and Troy

townships

M-F 6:00 AM

to 5:00 PM

(800) 244-4410, TTY: (800) 393-4232

Website: www.pacebus.com/sub/paratransit/

sd_dial_a_ride.asp#Will

DuPage Township DAR See

page 20


Must be a resident of DuPage Township

DuPage Township M-F

8:00AM to 5:00 PM

(800) 952-7511, TTY: (800) 393-4232



Frankfort Township DAR See

page 20

General Public; Must be a resident of Frankfort

Township

Frankfort Township, up to 5 miles outside Township borders to destinations in New Lenox

Township

M-F 8:00 AM

to 3:30 PM

(815) 469-4907 Website:

www.pacebus.com/sub/paratransit/ sd_dial_a_ride.asp#Will

Lockport Township Senior Shuttle

See page 22

Older Adults; Must be a resident of Lockport Township

Lockport Township M-F

7:30 AM to 4:00 PM

(800) 409-9032 Website:

www.lockporttownship.com/html/senior_transportation.html

New Lenox Township DAR

See page 23

General Public New Lenox Township M-F

7:30 AM to 4:00 PM

(815) 485-6431 http://www.newlenox.org/township. php?township=pages/paratransit




DIAL-A-RIDE (CONTINUED)

Park Forest DAR See

page 24

General Public; Must be a resident of the

Village of Park Forest Village of Park Forest

M-F 9:00 AM

to 3:30 PM Saturday May-Oct.

only

(708) 748-4433 Website:

www.pacebus.com/sub/paratransit/ sd_dial_a_ride.asp#Cook

Plainfield Township Senior Shuttle

See page 25

Older Adults; Must be a resident of Plainfield

Township Plainfield Township

M-F 9:00 AM to 3:00 PM

(815) 436-1112 Website:

www.villageprofile.com/illinois/ plainfield/09/topic.html

Southland Senior Services DAR

See page 26

Persons with Disabilities & Older Adults 60+

Crete, Green Garden, Monee, Peotone, Washington, and Will

townships and select destinations in Cook County

M-F 8:00 AM

to 4:30 PM

(708) 534-2323 www.pacebus.com/sub/paratransit/


Southwest Will DAR See

page 27

General Public; Must be a resident of the sponsoring jurisdictions

Channahon, Manhattan, and Wilmington townships and select destinations in Joliet

Tu &F 9:00 AM

to 3:00 PM

(800) 244-4410, TTY: (800) 393-4232






DIAL-A-RIDE (CONTINUED)

University Park DAR See

page 28


Must be a resident of University Park

Village of University Park

M-F 7:45 AM

to 4:00 PM

(708) 748-6727

Washington Township DAR

See page 29

General Public with priority given to persons with

disabilities and older adults

Washington Township and Village of Beecher

M-F 9:00 AM

to 3:00 PM

(708) 946-2026 Website: www.washingtontownshipil.com/

SeniorTransportation.htm




ADA PARATRANSIT


See page 30

Persons with Disabilities; Must be ADA Paratransit-eligible

Portions of DuPage, Homer, Joliet, Lockport, New Lenox, and Plainfield

M-F 5:00 AM

to 8:00 PM Sat

7:15 AM to 7:30 PM

(800) 244-4410 Website:

www.pacebus.com/sub/paratransit/ sd_ada_paratransit.asp#Will




MEDICAL TRANSPORTATION

Illinois Department of Healthcare and Family

Services

See page 31

Persons with Low Income Will County and beyond 24/7 (217) 782-1200

Website: www.hfs.illinois.gov

Medicaid Non-Emergency Medical

Transportation

See page 32

Medicaid recipients; Service to covered medical

appointments. Will County and beyond 24/7 (217) 782-1200

Provena Saint Joseph Medical Center

See page 33

Persons with Low Income Will County and beyond 24/7 (815) 725-7133

Website: www.provena.org/stjoes

Silver Cross Hospital See

page 34 Persons with Low Income Will County and beyond 24/7

(815) 740-1100 Website:

www.silvercross.org

Veterans Assistance Commission of Will

County

See page 35

Veterans; Must be residents of Will County

Will County and to the Hines VA Medical Center

M-F 8:00 AM

to 3:30 PM

(815) 740-8389 Website:

www.willcountyillinois.com/DepartmentDirectory/VeteransAssistance/tabid/193/Default.aspx




TRANSPORTATION SERVICES FOR PERSONS WITH DEVELOPMENTAL DISABILITIES

Cornerstone Services See

page 36

Clients of Cornerstone Services, Inc. to program,

work, and training sites

Will County

24/7 (815) 741-6743

Website: www.cornerstoneservices.org/

Individual Advocacy Group

See page 37

Persons with Disabilities Resident transportation and client transportation to day

programs

N/A

Residential program: 24/7

Other programs: M-F

8:00 AM to 3:00 PM

(630) 759-0201 Website:

www.individualadvocacygroup.com/main.htm

SouthSTAR Services See

page 38 Clients of

SouthSTAR Services South Suburban Cook County and

Eastern Will County

M-F 7:00 AM to 5:00 PM

(708) 755-8030 Website:

www.southstarservices.org

Trinity Services See

page 39 Clients of Trinity Services Will County

M-F 9:00AM to 5:00PM

(815) 485-6197 Website:

www.trinity-services.org/




OTHER HUMAN SERVICE AGENCY CLIENT TRANSPORTATION PROGRAMS

Catholic Charities, Diocese of Joliet

See page 40

Older Adults Persons with Low Income

Will County N/A (815) 723-3405

Website: www.cc-doj.org/

Guardian Angel Community Services

See page 41

Persons with Low Income Will County (815) 729-0930

Website: www.guardianangelhome.org/

Helping Hand Rehabilitation Center

See page 42

Persons with Disabilities Will County (708) 352-3580

Website: www.hhrehab.org/default.php

Illinois Department of Human Services

See page 43

Persons with Low Income Will County N/A

South Suburban Recreation Association

See page 44

Persons with Disabilities that are enrolled in the program

Country Club Hills Park District, Frankfort Square Park District,

Hazel Crest Park District, Homewood-Flossmoor Park District,

Lan-Oak Park District, Matteson Parks and Recreation Department,

Oak Forest Park District, continued

As needed; Office Hours:

M-F 9:00 AM

to 5:00 PM

(815) 806-0384 Website:

www.sssra.org




OTHER HUMAN SERVICE AGENCY CLIENT TRANSPORTATION PROGRAMS (CONTINUED)

South Suburban Recreation Association

(continued)

See page 44

Persons with Disabilities that are enrolled in the program

Olympia Fields Park District, Park Forest Recreation and Parks

Department, Richton Park Parks and Recreation Department, and

Tinley Park - Park District

As needed; Office Hours:

M-F 9:00 AM

to 5:00 PM

(815) 806-0384 Website:

www.sssra.org

United Cerebral Palsy of Will County

See page 45

Persons with Disabilities (815) 744-3500

Website: www.ucp.org/ucp_local.cfm/74

Workforce Investment Board of Will County

See page 46

Persons with Low Income Will County N/A

(815) 727-5670 Website:

www.willcountyworkforceboard.com/default.asp?contentID=1




NURSING HOMES

Beecher Manor Nursing and Rehabilitation

Center

See page 47

Persons with Disabilities Older Adults; Must be Beecher

Manor residents Will County As needed

(708) 946-2600 Website:

www.beechermanornursingandrehab.com/

Sunny Hill Nursing Home of Will County

See page 48

Older Adults; Must be Sunny Hill residents

Will County As needed

(815) 727-8710 Website:

www.willcountyillinois.com/DepartmentDirectory/SunnyHillNursingHome/AboutSunnyHillNursingHome/ta

bid/173/Default.aspx



Taxis Taxi Rate Category Amount

Firm Location Phone First one-tenth mile or fraction thereof "FLAG DROP"

$3.00 A & L Express Joliet (815) 740-1730

A Donde Taxi Joliet (815) 727-5601 Per mile $2.00

AAA Americab Park Forest (708) 283-0222

AAA Plainfield Naper Taxi Plainfield (815) 609-7533 Per hour for waiting time $25.00

AAA Suburban Taxi Lemont (630) 427-1407 Flat fee for the first additional passenger $1.00

Ace Suburban Taxi and Limo Bolingbrook (630) 783-9577

Air Born Taxi Bolingbrook (630) 378-4389

Flat fee for each additional passenger after the first initial passenger

$0.50 All Chicago Cars and Limousine Service Frankfort (815) 806-0594

Bolingbrook Taxi Bolingbrook (630) 771-1010

Bolingbrook Taxi and Limo Bolingbrook (630) 771-1010

Braidwood Cab Service Joliet (815) 726-7964

Joliet Area Taxi Romeoville (815) 886-7007

Luxury Taxi Plainfield (630) 853-1163

Napier Express Taxi & Livery Service Plainfield

Plainfield Taxi Plainfield (815) 254-1992

Small World Transportation Joliet (815) 423-5605

Southern Star Cab Co. Inc. Monee (708) 534-1440

Stable Livery University Park (708) 534-1133

Telecab Inc. Joliet (815) 726-8294



Other Private For-Hire Car Services

Firm Location Phone

All Chicago Cars and Limousine Service Frankfort (815) 806-0594

Orland Hills Limousine New Lenox (708) 534-1440

Southwest Limousine Inc. Mokena (708) 479-9666

Road America Livery Service Joliet (815) 823-5757

A Carriage Awaits, Ltd. Joliet (815) 254-2350

Joliet Limo Service, Ltd. Joliet

Joliet Limousine, Inc. Joliet (815) 846-0387

Cox Livery Service Joliet (815) 741-0583

General Public Dial-A-Ride Services


CENTRAL WILL DIAL-A-RIDE SERVICE

Service Sponsor City of Joliet, Homer, Jackson, Joliet, Lockport, Plainfield, and Troy townships, and Pace

Service Days and Hours

M–F 6:00 AM to 5:00 PM

Service Operator Pace/First Transit Schedule in Advance Next day

Service Area City of Joliet; Homer, Jackson, Joliet, Lockport, Plainfield, and Troy townships

Fare Structure $1.25 in Township

$2.00 out of Township

Service Type Dial-A-Ride Contact Information

(800) 244-4410 TTY: (800) 393-4232

www.pacebus.com/sub/paratransit/sd_dial_a_ride.asp#Will

Eligible Riders Older Adults, Persons with Disabilities who are residents of the sponsoring jurisdictions

Eligible Trip Purposes All



DUPAGE TOWNSHIP DIAL-A-RIDE SERVICE

Service Sponsor DuPage Township and Pace Service Days and Hours

M–F

8:00 AM to 5:00 PM

Service Operator Pace/ First Transit Schedule in Advance Next day

Service Area DuPage Township Fare Structure $1.00


(800) 952-7511

TTY: (800) 393-4232


Eligible Riders Older Adults, Persons with Disabilities who are residents of DuPage Township


FRANKFORT TOWNSHIP DIAL-A-RIDE SERVICE

Service Sponsor Frankfort Township and Pace Service Days and Hours

M–F

8:00 AM to 3:30 PM

Service Operator Frankfort Township Schedule in Advance Next day



FRANKFORT TOWNSHIP DIAL-A-RIDE SERVICE

Service Area Frankfort Township, up to five miles outside Township borders to destinations in New Lenox Township

Fare Structure Older Adults, Persons with Disabilities, Students $2.00; Others $4.00; Fare doubles for rides outside Township

Service Type Dial-A-Ride Contact Information (815) 469-4907


Eligible Riders General public residents of Frankfort Township

Eligible Trip Purposes

All

Frankfort’s DAR service also takes residents to medical appointments up to 35-minute drive away.



LOCKPORT SENIOR SHUTTLE

Service Sponsor Lockport Township Service Days and Hours

M–F

7:30 AM to 4:00 PM

Service Operator Lockport Township Schedule in Advance Next day

Service Area Lockport Township Fare Structure

Service Type Senior Shuttle Contact Information (800) 409-9032

www.lockporttownship.com/html/senior_transportation.html

Eligible Riders Older Adults who are residents of Lockport Township


Lockport’s Senior Transit System operates two shuttles for older adults who are residents of Lockport Township. All shuttles are wheelchair-accessible. Shuttles

provide service anywhere in Lockport Township as well as to area healthcare centers. Advance notice of 24 hours is preferred.



NEW LENOX TOWNSHIP DIAL-A-RIDE SERVICE

Service Sponsor New Lenox Township Service Days and Hours

M–F

7:30 AM to 4:00 PM

Service Operator New Lenox Township Schedule in Advance 24 hours advance scheduling for guaranteed ride

Service Area New Lenox Township (all trips), Mokena, Joliet, and Frankfort townships (medical trips only)

Fare Structure Children (6 and under) Free, Children (7-13) $1.25, Adults (14-64) $2.50, Seniors (65 and up) $1.25, outside of New Lenox Township double fare.


http://www.newlenox.org/township.php?township=pages/paratransit

Eligible Riders General Public

Elderly receive a reduced fare


All (in New Lenox)

Medical only in Mokena, Joliet, and Frankfort

New Lenox Township is located in the South Chicago suburbs east of Joliet, in Will County. The New Lenox Township Dial-A-Ride serves roughly 35 to 45

passengers per day or about 8,928 passengers per year. The majority of the service is within the township for all members of the general public. However, the

Dial-A-Ride will travel into Mokena, Joliet, and Frankfort townships for medical trips only.

New Lenox Township operates two minivans and two thirteen passenger vans, one with a wheel chair lift. They are in the process of securing a new minivan with

a wheelchair ramp.



VILLAGE OF PARK FOREST DIAL-A-RIDE SERVICES

Service Sponsor Village of Park Forest and Pace Service Days and Hours

M–F

9:00 AM to 3:30 PM

Service Operator Rich Township Schedule in Advance Same day call-in

Service Area Village of Park Forest Fare Structure

Adults $3.00

Older Adults, Persons with Disabilities, and Students $1.50


www.pacebus.com/sub/paratransit/sd_dial_a_ride.asp#Cook

Eligible Riders General public residents of the Village of Park Forest


All

Service is available to select destinations outside the Village boundaries. Saturday service provided between the months of May and October when the Farmers

Market is operating.



PLAINFIELD TOWNSHIP SENIOR SHUTTLE

Service Sponsor Plainfield Township Service Days and Hours

M–F

9:00 AM to 3:00 PM

Service Operator Schedule in Advance Next day

Service Area Plainfield Township Fare Structure $2.00 per one-way trip

Service Type Senior Shuttle Contact Information (815)436-1112

www.villageprofile.com/illinois/plainfield/09/topic.html

Eligible Riders Older Adults who are residents of Plainfield Township


Plainfield operates one shuttle for its older adult residents.



SOUTHLAND SENIOR SERVICES (PEOTONE) DIAL-A-RIDE

Service Sponsor

Southland Senior Services, Pace, United Way, Northeastern Illinois Area Agency on Aging, the Village of Peotone, Crete, Monee, and Will townships


M–F

8:00 AM to 4:30 PM

Service Operator Southland Senior Services Schedule in Advance Next day

Service Area Eastern Will County and selected destinations in Cook County

Fare Structure $2.00 in Will, $4.00 outside



Eligible Riders Older Adults 60+, Persons with Disabilities Eligible Trip Purposes All

The Village of Peotone provides eight to ten vehicles for the Dial-A-Ride service. Some are supplied through the 5310 program from the Illinois Department of

Transportation and the rest are supplied through Pace’s vanpool program.



SOUTHWEST WILL DIAL-A-RIDE SERVICES

Service Sponsor Channahon, Manhattan, and Wilmington townships and Pace


Pickup Tu & F 9:00 AM, Drop off 3:00 PM

Service Operator Pace/ First Transit Schedule in Advance

Next day

Service Area Channahon, Manhattan, Wilmington townships to and from select destinations in Joliet

Fare Structure

Adults (Within Twp.) $1.30

Adults (To Joliet) $1.50

Adults (Mall Trips) $2.00

Older Adults, Persons with Disabilities (Within Twp.) $0.65

Older Adults, Persons with Disabilities (To Joliet) $0.75

Children 7 &Under (Accompanied by fare paying adult) Free


(800) 244-4410 TTY: (800) 393-4232


Eligible Riders General public residents of sponsoring jurisdictions


All

Service to and from Channahon, Manhattan, and Wilmington is provided to Joliet on Tuesdays and Fridays. Pick-ups from the communities are scheduled at

approximately 9:00 to 9:30 AM. Return trips are scheduled to be picked-up at approximately 2:00 PM. Transportation is also provided to and from either the Fox

Valley Mall in Aurora or the Orland Square Mall in Orland Park on the first and third Wednesday of each month. Mall destinations will be determined by the first

trip request.



VILLAGE OF UNIVERSITY PARK DIAL-A-RIDE SERVICE

Service Sponsor Village of University Park Service Days and Hours

M–F

7:45 AM to 4:00 PM

Service Operator Southland Senior Services/Rich Township

Schedule in Advance Next day

Service Area Village of University Park Fare Structure Requested donation of $6.00 in County, $12.00 out of County


Eligible Riders Older Adults, Persons with Disabilities who are residents of University Park


Southland Senior Services operates this Dial-A-Ride in the Will County portion of University Park, and Rich Township operates it in the Cook County portion.



WASHINGTON TOWNSHIP DIAL-A-RIDE

Service Sponsor Washington Township and Village of Beecher

Service Days and Hours M–F

9:00 AM to 3:00 PM

Service Operator Washington Township Schedule in Advance Next day

Service Area

Washington Township and to select destinations beyond Township boundary

Fare Structure $1.00 in Township, $2.00 beyond Township boundary

Service Type Dial-A-Ride Contact Information (708) 946-2026 www.washingtontownshipil.com/SeniorTransportation.htm

Eligible Riders

Available to general public residents of Washington Township; Older adults and persons with disabilities receive priority


Washington Township operates two vehicles through the Township and to select destinations in the area. It also owns a van which it uses to transport its older

adults to special events in the region.

In addition to DAR service, Washington Township serves trips to after-hours appointment with their volunteer drivers.

ADA Paratransit Operation Services


WILL COUNTY ADA PARATRANSIT OPERATION

Service Sponsor Pace Service Days and Hours

M–F 5:00 AM to 8:00 PM

Sat 7:15 AM to 7:30 PM

Service Operator First Transit Schedule in Advance Next day

Service Area Portions of DuPage, Homer, Joliet, Lockport, New Lenox, Plainfield townships

Fare Structure $2.50 per one way trip

Service Type ADA paratransit Contact Information

(800) 244-4410

TTY: (800) 393-4232

www.pacebus.com/sub/paratransit/sd_ada_paratransit.asp#Will

Eligible Riders ADA paratransit-eligible customers Eligible Trip Purposes All

To qualify for ADA Paratransit Services, customers must apply for a determination of eligibility with the Regional Transportation Authority (RTA). The RTA

determines eligibility based upon functional considerations. This application process helps determine which individuals can most benefit from ADA Paratransit

Service and which individuals can be best served by accessible fixed-route bus and rail systems when combined with support services, such as online trip planning

(visit www.PaceBus.com) and Travel Training.

For information about the categories of eligibility or to apply for ADA Paratransit Services, please call the RTA:

Voice: 312-663-HELP (4357) TTY: 312-913-3122

Please note that some individuals may be found to be “conditionally eligible,” depending on the circumstances of the particular trip.

Medical Transportation Services


ILLINOIS DEPARTMENT HEALTHCARE AND FAMILY SERVICES

Service Sponsor Illinois Department of Healthcare and Family Services

Service Days and Hours Approved medical trips

Service Operator TeleCab Schedule in Advance N/A

Service Area Will County Fare Structure Voucher

Service Type Medical transportation Contact Information

(217) 782-1200

TTY: (800) 526-5812

www.hfs.illinois.gov

Eligible Riders Persons with Low Income Eligible Trip Purposes Approved medical trips

The Department of Healthcare and Family Services (HFS) provides vouchers to cover the cost of transportation with TeleCab to medical appointments for those

who are unable to pay their own way. The Department negotiated a discount rate with TeleCab, which is $1.80 per flag drop (instead of $3.00) and $1.60 per

mile (instead of $2.00).



MEDICAID NON-EMERGENCY MEDICAL TRANSPORTATION

Service Sponsor Illinois Department of Healthcare and Family Services

Service Days and Hours 24/7

Service Operator Medical transportation providers Schedule in Advance None

Service Area Will County and beyond Fare Structure None

Service Type Medicaid-sponsored non-emergency medical transportation

Contact Information (217) 782-1200

Eligible Riders Medicaid recipients Eligible Trip Purposes Approved medical trips

The Department of Healthcare and Family Services (HFS) is responsible for providing Medicaid-sponsored non-emergency medical transportation (NEMT)

services. Requests for transportation are arranged through the NETSPAP contractor, First Transit, which manages the state-wide call center. Once approved,

Medicaid recipients are free to choose their own “approved” transportation provider.



PROVENA SAINT JOSEPH MEDICAL CENTER

Service Sponsor Provena Saint Joseph Medical Center

Service Days and Hours 24/7


Service Area Will County and beyond Fare Structure Voucher

Service Type Medical transportation Contact Information (815) 725-7133

www.provena.org/stjoes

Eligible Riders Persons with Low Income Eligible Trip Purposes Transportation home for patients after treatment

Provena Saint Joseph Medical Center in Joliet provides vouchers to patients for transportation by TeleCab home after treatment. The hospital pays the full

meter rate for the cost of the ride.



SILVER CROSS HOSPITAL Service Sponsor Silver Cross Hospital Service Days and Hours 24/7


Service Area Will County and beyond Fare Structure Voucher

Service Type Medical transportation Contact Information (815) 740-1100

www.silvercross.org

Eligible Riders Persons with Low Income Eligible Trip Purposes Transportation home for patients after treatment

Silver Cross Hospital in Joliet provides a voucher to patients for transportation with TeleCab to go home after treatment for those people who do not have any

other means of travel. The Hospital pays the regular meter rate for the ride.



VETERANS ASSISTANCE COMMISSION OF WILL COUNTY Service Sponsor

Veterans Assistance Commission of Will County Service Days and Hours M–F

8:00 AM to 3:30 PM

Service Operator

Veterans Assistance Commission of Will County Schedule in Advance Next Day for Dial-A-Ride

Service Area Will County to the VA Hospital only Fare Structure Free

Service Type Client transportation Contact Information

(815) 740-8389

www.willcountyillinois.com/DepartmentDirectory/VeteransAssistance/tabid/193/Default.aspx

Eligible Riders Veterans Eligible Trip Purposes Medical

Transportation Services for Persons with Developmental Disabilities


CORNERSTONE SERVICES Service Sponsor Cornerstone Services, Inc. Service Days and Hours 24/7

Service Operator Illinois Central Bus and Cornerstone Schedule in Advance N/A

Service Area Will County Fare Structure None

Service Type Client transportation Contact Information (815) 741-6743

www.cornerstoneservices.org/

Eligible Riders Clients of Cornerstone Services, Inc. Eligible Trip Purposes Agency programs; work, and training sites

Cornerstone Services is a large multi-service provider that operates a 24-hour county-wide service with a 50-vehicle fleet for its clients only. Cornerstone also

provides travel training to its clients, for Pace bus services and local taxis.

Mobility education programs are available for clients and their families – sponsored through Cornerstone on a case-by-case basis.



INDIVIDUAL ADVOCACY GROUP

Service Sponsor Individual Advocacy Group Service Days and Hours For residential program: 24/7.

Other programs: M-F 8:00 AM to 3:00 PM

Service Operator Individual Advocacy Group Schedule in Advance N/A


Service Type Resident transportation; client transportation to day programs

Contact Information (630) 759-0201

www.individualadvocacygroup.com/main.htm

Eligible Riders Residents of the Community Integrated Living Arrangement and participants in day programs

Eligible Trip Purposes Agency activities and all resident trip purposes

Based in Romeoville, this organization operates four vans, leased from Pace through its Advantage Vanpool Program. Its services are available for clients that

participate in its day programs as well as residents of its integrated living arrangements.



SOUTHSTAR SERVICES

Service Sponsor SouthSTAR Services Service Days and Hours M–F

7:00 AM to 5:00 PM

Service Operator SouthSTAR Services Schedule in Advance Next day

Service Area

South Suburban Cook County and Eastern Will County

Fare Structure None

Service Type Client Transportation Contact Information (708) 755-8030

www.southstarservices.org

Eligible Riders Persons with Developmental Disabilities

Eligible Trip Purposes Agency activities

SouthSTAR Services is a 501(c)(3) nonprofit located in Chicago Heights, Illinois. They provide developmental training; senior services, supported employment,

community employment, community living services including community integrated living arrangement (CILA) and intermittent CILA services, home-based

support services and advocacy to individuals with developmental disabilities



TRINITY SERVICES

Service Sponsor Trinity Services Service Days and Hours M–F

9:00 AM to 5:00 PM

Service Operator Trinity Services Schedule in Advance N/A

Service Area Will County Fare Structure Free to Program Members


www.trinity-services.org/

Eligible Riders Persons with Disabilities who are Enrolled in the Program


Trinity Services Inc. is a non-profit, non-sectarian organization committed to providing a wide range of programs and services for individuals with

developmental disabilities and behavioral health needs. Trinity services provides community living programs, adult learning programs, a variety of vocational

programs including supported employment, an autism center, respite services, in-home services, in home support, a drop in center, varied therapeutic

rehabilitation programs, programs for the dually diagnosed, employment services, individual and group therapies, and offers services throughout Family

Counseling Centers in Joliet.

Trinity’s Community Living programs are community homes and apartments for 1-8 individuals who have developmental disabilities. These homes, or

community-integrated living arrangements (CILA) are located in residential neighborhoods in Homewood, Park Forest, Frankfort, Matteson, Mokena, New

Lenox, Peoria, Lockport, Elwood, Naperville, Crete, Crest Hill, Wilmington, Braidwood, Marion, and Joliet. These programs serve more than 400 people with

disabilities.

Other Human Service Agency Client Transportation Programs


CATHOLIC CHARITIES, DIOCESE OF JOLIET Service Sponsor Catholic Charities, Diocese of Joliet Service Days and Hours N/A

Service Operator

American School Bus Company

First Transit

TeleCab

Schedule in Advance

Brokered through American School Bus Company, Laidlaw Transit, and Tele-Cab



www.cc-doj.org/

Eligible Riders Older Adults

Persons with Low Income Eligible Trip Purposes Agency activities

Catholic Charities offers services throughout Chicago and in Will, Grundy, DuPage, Kendall, Kankakee, Ford, and Iroquois counties. Services include counseling,

senior programs, children’s services, and transitional housing.



GUARDIAN ANGEL COMMUNITY SERVICES Service Sponsor Guardian Angel Community Services Service Days and Hours

Service Operator Guardian Angel Community Services Schedule in Advance When a worker is available

Service Area Will County Fare Structure Free for individuals who qualify for the program


www.guardianangelhome.org/

Eligible Riders Persons with Low Income Eligible Trip Purposes Agency activities

Guardian Angel was founded by the Congregation of the Third Order of Saint Francis of Mary Immaculate of Joliet in 1897. Originally established as an

orphanage, Guardian Angel currently serves over 4,000 children, individuals and families per year through a variety of different programs.



HELPING HAND REHABILITATION CENTER

Service Sponsor Helping Hand Rehabilitation Center


Service Operator Schedule in Advance

Service Area Will County Fare Structure


www.hhrehab.org/default.php

Eligible Riders Persons with Disabilities Eligible Trip Purposes Agency activities

Helping Hand Rehabilitation Center is a not-for-profit community-based agency that serves approximately 400 children and adults with mild to severe

disabilities. Programs include adult day services, housing, sheltered workshops, and educational services.



ILLINOIS DEPARTMENT OF HUMAN SERVICES

Service Sponsor Illinois Department of Human Services

Service Days and Hours Bus and taxi hours

Service Operator None Schedule in Advance N/A


Service Type Pace Bus or taxi stipend Contact Information

Eligible Riders Persons with Low Income Eligible Trip Purposes All

The Illinois Department of Human Services (DHS) does not provide transportation services directly to consumers. A stipend is provided to qualified recipients

for use in the purchase of Pace bus passes or taxi service.

DHS administers the Temporary Assistance for Needy Families (TANF) program. TANF provides temporary financial assistance for pregnant women and

families with one or more dependent children. The program also provides financial assistance to help pay for food, shelter, utilities, transportation, and expenses

other than medical.



SOUTH SUBURBAN RECREATION ASSOCIATION

Service Sponsor South Suburban Recreation Association Service Days and Hours

Office hours: M–F

9:00 AM to 5:00 PM

Transportation operates whenever a client needs to go somewhere

Service Operator South Suburban Recreation Association Schedule in Advance N/A

Service Area

Districts of: Country Club Hills Park, Frankfort Square Park, Hazel Crest Park, Homewood-Flossmoor Park, Lan-Oak Park, Matteson Parks and Recreation Department, Oak Forest Park, Olympia Fields Park, Park Forest Recreation and Parks Department, Richton Park Parks and Recreation Department, and Tinley Park

Fare Structure Rolled into program fees


http://www.sssra.org

Eligible Riders Persons with Disabilities that are enrolled in the program

Eligible Trip Purposes Agency activities

SSSRA is a therapeutic recreation program that is an extension of eight park districts and three recreation and parks departments. It is organized to provide

individuals with disabilities or special needs, the opportunity to be involved in year-round recreation. SSSRA programs are for individuals from birth through

adult who are in special education classes, sheltered workshops, or who have recreational needs not met by traditional park district programs. This could include

individuals who have varying degrees of physical disabilities, mental handicaps, learning disabilities, emotional difficulties, hearing or visual impairments, and

developmental delays.



UNITED CEREBRAL PALSY OF WILL COUNTY Service Sponsor United Cerebral Palsy of Will County Service Days and Hours

Service Operator United Cerebral Palsy of Will County Schedule in Advance

Service Area Fare Structure


www.ucp.org/ucp_local.cfm/74

Eligible Riders Persons with Disabilities Eligible Trip Purposes Agency activities

UCP of Will County provides developmental training, a sheltered workshop, and residential services to persons with severe cognitive and physical disabilities.



WORKFORCE INVESTMENT BOARD OF WILL COUNTY

Service Sponsor Workforce Investment Board of Will County

Service Days and Hours N/A

Service Operator None Schedule in Advance N/A


Service Type Contact Information (815) 727-5670

www.willcountyworkforceboard.com/default.asp?contentID=1

Eligible Riders Persons with Low Income Eligible Trip Purposes All

The Workforce Investment Board does not provide transportation services directly to consumers. A stipend is provided to qualified customers for use in the

purchase of Pace bus passes. The Workforce Investment Board of Will County provides employment, training, and educational services that support the

development of a Will County’s workforce. The Board builds the workforce system to develop quality employees for employers and to develop quality

opportunities for employees.



BEECHER MANOR NURSING AND REHABILITATION CENTER

Service Sponsor Beecher Manor Nursing and Rehabilitation Center

Service Days and Hours As needed

Service Operator Various private ambulance and medical car companies

Schedule in Advance Brokered through private ambulance and medical car companies

Service Area Will and adjacent counties Fare Structure

Service Type Client transportation Contact Information (708) 946-2600

www.beechermanornursingandrehab.com/

Eligible Riders Persons with Disabilities

Older Adults Eligible Trip Purposes Medical

Beecher Manor participates in the Medicare and Medicaid programs and provides resident and family counseling services.



SUNNY HILL NURSING HOME OF WILL COUNTY

Service Sponsor Sunny Hill Nursing Home of Will County

Service Days and Hours As needed

Service Operator Various private ambulance and medical car companies

Schedule in Advance Brokered through private Medicare or ambulance service

Service Area Will, Grundy, DuPage, and Cook counties

Fare Structure

Service Type Client transportation Contact Information

(815) 727-8710

www.willcountyillinois.com/DepartmentDirectory/SunnyHillNursingHome/AboutSunnyHillNursingHome/tabid/173/Default.aspx

Eligible Riders Older Adults Eligible Trip Purposes Medical

Sunny Hill Nursing Home is a skilled care facility, owned and operated by the government of Will County.


Nelson\Nygaard Consulting Associates, Inc. | D-1

D. TransPortal Marketing Plan


TransPortal Trip Booking Launch and Marketing

Plan

A One Click Transportation Resource Center offering a single point of access to plan and book travel across multiple modes in the thirteen county region.

August 2015

Project Team Leaders: Carl Weckenmann, Helen Perez, Vanessa Brooks, Mark Wood, Mitch

Gregory, Chris Macklin, Ann Harrell, Wendy Morrow, Jessica Perez and Liz Peak.


PROJECT OVERVIEW Project Goal

The overall goal of this launch and marketing effort is to introduce current paratransit passengers

to alternative transportation modes available and assist them in using new methods of booking,

cancelling and verifying their paratransit trips. This project will improve customer satisfaction by

offering immediate access 24 hours a day to their transportation information through the internet

or interactive voice response (IVR) systems. It will also reduce JTA’s cost of providing paratransit

trips by encouraging paratransit passengers to try alternative modes of transportation and

reducing the number of calls into the paratransit call center.

Project Description

JTA has developed an ambitious and far-reaching program for coordinating regional mobility in 13

counties in Northeast Florida. The vision for the regional mobility management program is clear,

simple, and achievable. The vision is to: 1) partner with exiting organizations to improve access to

diverse transportation services, improve the rider’s travel experience, and achieve cost savings

through regional coordination; 2) shift the focus from individual agencies to the customer; and 3)

emphasize the entire travel experience, not just the time on the vehicle.

The JTA has assembled $3.7 million through federal, state, local, and private sources for the

development and implementation of this unique regional mobility management program. The key

features to date, have not been combined and implemented anywhere else in the U.S., they

include: a web-based regional trip-booking and scheduling system; the TransPortal, a web-based

one call/one click information and referral system; and a mobility focused regional travel training

program. In addition, the program includes coordinated outreach and marketing and efforts to

support and facilitate transition to regionally coordinated service delivery.

The combination of these three key elements of the regional mobility management program, and

the focus on integrating TransPortal and regional trip-booking and scheduling are what makes

this program unique and a model for the rest of the country. Deployment of a web-based regional

scheduling system is the most technically and politically challenging aspect of the JTA program

and its accomplishment is groundbreaking.

The web-based regional scheduling system allows staff in agencies across the region to book

and schedule trips for their clients with the scheduling algorithms identifying and combining

regional trips more cost-effectively reducing duplication of services. Linking TransPortal to

regional scheduling is a tremendous advance whereby the customer or a case manager can find

the most appropriate service and then immediately, with one click, book the service.

Project Timeline

TransPortal was launched in September 2014 providing multi-modal trip planning features across

the 13 county region. The next version of TransPortal will include paratransit and flex route trip


booking via the website and telephone system. It will be rolled out in a phased approach to

develop a network of Community TransPortal Champions and to mitigate any strain on agency

resources. Details on each phase are detailed later in this document.

TransPortal Version II phased rollout timeline:

VII.1 September 2015 - Paratransit Trip Booking is available via TransPortal.net and

telephone system and pilot testing begins.

VII.2 September through October 2015 - Presentations to key stakeholders.

VII.3 November - December 2015 - TransPortal Support Agency Training for staff of

agencies supporting paratransit passengers (Senior Assistive Living Centers,

Dialysis Centers, Veterans Support Organizations, etc) and Transit Agencies and

to all clients coming through the eligibility center.

VII.4 January 2016 - Staged marketing campaign to all paratransit passengers begins.

Phased Implementation and Marketing Plan

The second version of TransPortal is anticipated to be tested and operational by mid-September.

This new version launches the capability of paratransit and flex route passengers to book, verify

or cancel their trips through the website and through a telephone system. This trip booking

feature will be available for all registered passengers in Baker, Clay, Columbia, Duval, Hamilton,

Nassau, Putnam, St Johns and Suwannee Counties.

These new features will be rolled out in a phased approach to develop a network of Community

TransPortal Champions and to mitigate any strain on agency resources. The marketing collateral

will be developed during the months of September and October.

vII.1 Paratransit Trip Booking available and pilot project begins

September – October 2015

The implementation of the paratransit trip booking, verification and cancellation features on

www.TransPortal.net and telephone is anticipated to be completed by the mid-September. This

implementation includes testing of the features by JTA staff in the paratransit and systems

planning departments.

Following the successful testing by JTA staff, a pilot group of paratransit clients will begin using

the technology. This group will test and provide continuous feedback on the functionality and

convenience of the tools.

Marketing collateral: A quick reference guide for clients and gifts of appreciation ordered for pilot

testers due by September 18, 2015.

Action items: 1. Develop Testing Plan

2. Create TransPortal launch folder and grant Jessica access (Ann Harrell)

3. Select TransPortal thank you items (Jessica Perez)

4. Identify pilot group testers – 20 TransPortal & 10 IVR (Chris Macklin)

5. Schedule pilot group training sessions (Ann Harrell and Liz Peak)

6. Train all Connexion staff (Liz Peak)

7. Establish success measurements and tracking tools (Mark Wood)

http://www.transportal.net/


vII.2 Presentations to key Stakeholders.

September – October 2015

The paratransit trip booking, verification and cancellation features will be presented to various key

stakeholders. The goal of the presentations are to provide information to enable key stakeholders

to be able to respond to questions from their clients and champion the program.

Marketing collateral: A one page fact sheet for Stakeholders due by September 24, 2015.

Action item: 1. Create a calendar and place it on the shared drive

2. Add the TransPortal link to the JTA website

3. Identify and schedule or participate in meetings with key stakeholders.

Stakeholders:

Stakeholders for this project include transit agencies from across the region, passengers and

agencies that support paratransit passengers. They include:

Transit Agency Stakeholders: JTA Paratransit Office JTA Community Shuttle Office Baker County Council on Aging Clay County Council on Aging Nassau County Council on Aging Ride Solution (Putnam County) St Johns County Council on Aging Suwannee Valley Transit Authority

State and Public Stakeholders: Agency for Persons with Disabilities Dept of Housing and Urban Dev Dept of Veteran Affairs Elected Officials in each county FL Agency for Health Care Administration FL Commission for the Transportation Disad FL Dept of Education (Vocational Rehab) FL Dept of Elder Affairs FL Dept of Transportation JTA Board of Directors Local Coordinating Boards in each county Mayor’s Disability Council North Central FL Regional Planning Council Northeast FL Regional Council NE FL Regional Transportation Commission North FL TPO

Community Stakeholders: AARP American Cancer Society Brooks Health Career Source of Northeast FL Centers for Independent Living Challenge Enterprises COJ Military Affairs and Disabled Services Community Hospice of Northeast FL

Council for the Blind Disabled American Veterans Dialysis Centers Edwards Waters College ElderSource FL State College at Jacksonville Greater Jacksonville Area USO Jacksonville Housing Authority Jacksonville Military Veterans Coalition Jacksonville Transportation Advisory Council Jax Legal Aid JAXUSA/Chamber of Commerce National Disability Institute Naval Air Station Jacksonville Naval Station Mayport Nonprofit Center of Northeast FL North FL/South GA Veteran Health System Northeast FL Veterans Council Orange Park Medical Center Sulzbacher Center The ARC Jacksonville The Community Foundation UF Health (Shands) United Way 211 University of North FL Veterans Reintegration Center of Jacksonville


vII.3 Support Agency Training

November – December 2015

Training session will be held across the region with transit providers and agencies that support

paratransit passengers including Senior Assistive Living Centers, Dialysis Centers, Veterans

support organizations and etc. during the months of November and December. These training

sessions will be held at the individual agencies and in classroom setting such as the FSCJ

Computer Training Lab. During this time, any clients renewing or applying for paratransit eligibly

will also be given access and trained on booking their trips through TransPortal.

Marketing collateral due by October 16, 2015:

Updated Quick Reference Guide for Clients

Quick Reference Guide for Agencies

TransPortal portfolios (on hand)

TransPortal stylus/pen (on hand)

TransPortal flash drives with additional training materials (on hand)

Action items:

1. Identify partnering agencies and staff

2. Schedule training sessions

3. Modify Travel Training program to including TransPortal Trip Booking

4. Modify Eligibility procedures to include TransPortal signup and training

5. Train call center staff to respond to TransPortal questions

6. Establish success measurements and tracking tools

vII.4 Staged marketing campaign to all paratransit passengers

January 2016 and ongoing

After the holidays and in conjunction with other Connexion initiatives, the mass marketing

campaign to all paratransit riders will begin. The campaign will start with Duval County riders and

then expand to all participating counties by:

o Contacting each paratransit rider via: Direct Mail Posters and rack cards at destinations frequented by paratransit clients

o Publishing multi-media announcements Press releases Call hold announcements Making Moves magazine Making Moves television show

o Social media promotion on agency and partner (MDC & other) sites Facebook Twitter


Marketing collateral due by December 18, 2015:

Letters addressed to each eligible client

Posters and rack cards

Media release plan

Social media plan

Action items:

1. Identify eligible clients

2. Update all eligible clients with TransPortal password

3. Update hold messages

4. Develop mailing list

5. Print and stuff envelopes

6. Draft list of collateral distribution sites

7. Schedule multi-media releases/production

8. Establish success measurements and tracking tools

Summarized Project Marketing Items

TransPortal marketing items purchased previously through a Section 5317 grant include:

Black TransPortal portfolios – approximately 72 units remain

Blue TransPortal pen/stylus – approximately 240 units remain

Blue TransPortal flash drive – approximately 190 units remain

Additional marketing items required include:

Due by September 18, 2015:

TransPortal link added to JTA website

Quick reference guide for Client Testers

One page fact sheet for stakeholders

Gifts of appreciation for pilot testers and other stakeholders ordered

Due by October 16, 2015:

Updated Quick Reference Guide for Clients

Quick Reference Guide for Agencies

Due by December 18, 2015:

Letters addressed to each eligible client

Posters and rack cards

Media release plan

Social media plan

Due by January 22, 2015:

Client letters stuffed into corresponding envelopes with program information

Postage applied to each envelop and mailed

Posters and rack cards distributed

Media (social and multi-media) campaign started


TransPortal Version II Budget

The JTA has been awarded a second Veterans Transportation and Community Living Initiative

(VTCLI II) program grant of $50,000 from the Federal Transit Administration for the marketing of

the TransPortal Project.

VTCLI II budget line items as submitted to the FTA in the grant application include:

$1,600 – Introduction to One-Call/One-Click educational materials for program partners

$5,000 – Additional instructional materials for program partners

$300 – Print advertising posters to be displayed at partner locations

$43,100 – Develop and produce informational rack cards to be distributed at activity

centers and sent via direct mail to clients

Action items: 1. Any changes to the dollar value assigned to each budget line item must be submitted to

the Grants Department by September 11, 2015.

Documents

THE NATIONAL MOBILITY MANAGEMENT INITIATIVE: …onlinepubs.trb.org/onlinepubs/nchrp/docs/NCHRP20-65(60)_FinalReport... · National Cooperative Highway Research Program, which is administered